Error: Envelope or Account Activation Not Found

Issue

When clicking on a link in a DocuSign email, you receive the following error message:
Error Message

Causes

This error message means that the link you are using has expired.  Depending on the type of email link you are accessing, the specific cause may vary.

Envelope Notification Email (Review Documents Button/Link)

If you receive this error after clicking on a Review Documents link from within an email notification (i.e. an email invitation to sign an envelope), the cause may be one of the following:
  1. The sender of the envelope used the Resend feature to send a new signing invitation email to you.  Doing this immediately expires the previous email link.
  2. The sender of the envelope edited the envelope and removed you as a signer.  If you are no longer a signer on the envelope, then you will not be able to view the envelope.
  3. The sender of the envelope set an Access Code or another type of Recipient Authentication for the envelope and you previously failed the authentication after accessing the envelope via this link. In this case, the sender will need to process a resend.

Resolution

DocuSign advises that you first check your email inbox to see if you've received a more recent email from DocuSign regarding this envelope.  If you have, try using the link in the latest email to see if you're able to access the envelope.  If you did not receive any other DocuSign emails besides the one leading to this error, we advise contacting the sender of the envelope for further assistance.  The sender will be able to confirm if you are still intended to sign the envelope, and will be able to send you a new signing invitation email if there is still an action for you to take.

Account Activation Email

If you are attempting to activate your DocuSign account via an email link and receive this error, it means the link has expired.  Account Activation links are only valid for 24 hours from the time they were sent.  Account Activation links can also expire before that time if the Administrator of the DocuSign account re-sent the activation email to you, or if they closed the account that was created for you.

Resolution

To resolve this issue, DocuSign advises that you first check your emails to see if you received a more recent account activation email.  If so, please try using the link in that email to complete your account activation.  If you did not receive another account activation email, DocuSign advises that you contact an account Administrator of the DocuSign account to request that they send you a new one.  Once you receive the new email, you should be able to complete the activation, as long as you use the link in the email within 24 hours of when it was sent.
 

Keywords:  Activation, Not Found, Error, IM-17649