Have an agent attempting to log on to docusign rooms from a new device. It request's verifications sent to her Gary Greene email (which is correct in the system) but she is not receiving the email. She's checked junk & spam & nothing is there either

Hi,

Thank you for reaching out here in the DocuSign Community.  

I am sorry to hear that your user is unable to receive their device verification email, but I'll gladly help correct the issue.

Would it be possible for the user to try again through an incognito window?

If the issue persists it will be best for us to take a closer look at the issue and to disable the device verification option for the user if needed.

Also, if your account is related to an organization, an Organization Administrator can disable this option on behalf of the user.

For detailed steps on this process, see:

Login Settings

Note: Some advanced features and options are supported only in certain DocuSign plans. Your account plan might not support some options discussed in this help topic.  

For more information about which options are available for your account, contact your account administrator. Or, visit our Plans and Pricing web page for more details on the features included with your plan. 

Compare eSignature plans & pricing 

Feel free to let us know if you need further assistance with this. 

Thank you for using DocuSign, we hope you have a wonderful rest of your day! 

Best regards, 

Alejandro R. | DocuSign Community Moderator 

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