Missing Signed Documents

please notes:

By default, Docusign securely retains all customer documents on the service for as long as the account is active. When an account is closed, Docusign purges all sent, signed, and voided envelopes that are older than two years from the account closure date. User information is also purged from the account.

https://support.docusign.com/s/document-item?language=en_US&bundleId=oeq1643226594604&topicId=edo1578456348066.html&_LANG=enus

FreeLink/甫连信息

🌍 DocuSign Partner | Partner Profile

🏆 DocuSign 2024 APAC Reseller Growth Partner of the Year

🌟 The only DocuSign Partner globally certified as both a Certified eSignature Administrator and eSignature Technical Consultant.

📊 DocuSign Community Leaderboard Top 5 contributor.

🚀 Expertise in DocuSign integrations with on-premises systems for leading enterprises across various industries.

Hi Hengfeng,

Thanks for the response.  There were no retention rules on the account, and no documents were purged.  My account never has lapsed, however, it did revert to freemium about a year ago.  

All of my research supports what you are saying:  that the files should still be in my account.  But they aren’t.

Is there a direct support email that I can contact?  I have not received any reply from the online help form.

Thanks!

could you check whether you have more than two account for your email? please click the top right icon and check whether switch account in the memu.

or you can open case with support team.

https://support.docusign.com/s/articles/How-can-I-request-a-callback-from-Docusign-Support?language=en_US#:~:text=Open%20a%20new%20case%20and%20request%20a%20callback,of%20support%20resources%20may%20appear.%20...%20More%20items

FreeLink/甫连信息

🌍 DocuSign Partner | Partner Profile

🏆 DocuSign 2024 APAC Reseller Growth Partner of the Year

🌟 The only DocuSign Partner globally certified as both a Certified eSignature Administrator and eSignature Technical Consultant.

📊 DocuSign Community Leaderboard Top 5 contributor.

🚀 Expertise in DocuSign integrations with on-premises systems for leading enterprises across various industries.

Thanks Hengfeng!

I checked, there is only one account associated with my email.  

I went over to the support page, opened a support case, and tried to login, and then got the message attached.  I also saw some messaging on the support page saying that paid accounts could get a call back.  Does this mean that there is no help for freemium users?  I’ve gone through all the online resources, and none of it helped.

Thanks!

Hi ​@ikrause,

I hope you are doing well.

I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

 Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

By default, Docusign securely retains all customer documents on the service for as long as the account is active. When an account is closed, … A signed document is a legal document that has been physically signed by the person or persons  human benchmark   who are legally bound by its contents. The signature serves as an official confirmation that the signer has read, understood, and agreed to be bound by the terms and conditions of the document.This is most often accomplished by having both parties sign the contract — either electronically or via a handwritten signature. However, a signature isn't always required to make a contract legally enforceable. Verbal agreements can be considered legally binding, though they can be difficult to prove.

thank you!