Cannot access account due to no longer having access to email address

try to open a case with support team:

https://support.docusign.com/s/articles/How-Do-I-Open-a-Case-in-the-DocuSign-Support-Center?language=en_US

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.

Hello ​@KarriganN ,

If you found the provided response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

I am having the same issue. I cannot login into my old account because I no longer have access to the email address.  Therefore, I also cannot open a case. Can someone advise. 

Hello ​@Alex1231 

Welcome to the Docusign Community and thank you for posting your concerns!

You would need to contact customer support, you should be able to create a case using the last opción “ I can’t access my account or invoices”, the support team will provide you with the alternate opciones available. However, please note that you would need to be an admin or have access to the DNS records of the email domain. In the case you do not have access to the DNS records and you are not an admin, unfortunately there isn’t a way to access the account.

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

So if there isn’t a way for me to access the account, then how can I cancel it?

I cannot open a case because I cannot login into the account. How can I speak with a real live person here? 

Hello ​@Alex1231 

Thank you for reaching back.

The option “I can’t access my account or invoices” does not require you to login to your account: Open a case in the Docusign Support Center

Please view the below screenshot:

When clicking the option it should give you the following screen which will allow you to create a case without the need of logging in:

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

I submitted a case weeks ago and haven't heard anything. How can I talk to a person? This is ridiculous and should be an illegal practice. I will report to the BBB. 

It’s absurd.  The only person I could speak with was with sales who informed me they couldn’t help me. Not having a live person for support is unacceptable. 

Hello ​@KarriganN  and ​@Alex1231 

Thank you for reaching back.

​@Alex1231 where you able to create a case using the steps provided in my previous post?

​@KarriganN can you provide your case number?

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

I created a case.  HOWEVER! I requested two call backs and never received one.  Then I requested two separate email message backs, and finally received one. However, in the email message back they asked me to reset my password, despite the fact I put in the instructions I did not need to reset the password but needed to transfer my account from email address to the other. After I once again explained that, they reached out to set up a time to speak with me. I provided times, yet have not heard back. Hoping I receive an email response. 

Hello ​@Alex1231 

Thank you for reaching back.

Can you provide the case number? I would like to keep an eye out on the interactions.

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Case: 14711842

I need further assistance - no one is calling me. 

Hello ​@Alex1231 

Thank you for reaching back.

I have reached out to the agent in charge of your case and they will be communicating with you soon. 

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Need further assistance - it has been 48 hours and I have not heard back from the agent.  Can someone please just give me a phone call.  All I am asking, and have been attempting to do for over a week, is just speak with a live person. 

Hello ​@Alex1231 

Thank you for reaching back.

We apologize as Docusign no longer has phone numbers available for direct calls other than through a case creation. I noticed that the agent was not able to reply to you yesterday and was able to contact him again. After checking the case I see that a refund has been offered as well as the closure of the account that has the email address that you no longer had access to. Please let us know if you need any further assistance and I will keep an eye out on the case until the refund has been fully processed on our side..

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

My case number is, Case # 14718390. 

You suggested I reach out to the organization that sent me the Docusign. This is not an option as they no longer respond to my emails. It should be a simple fix to be able to change the account password. I would like for this issue to be further escalated to someone who has authority to do this. 

Hello ​@KarriganN 

Thank you for reaching back.

I see that your case has been closed due to no response from your side, an agent reached out to you on January 5th. You would need to create a new case as the old one is no longer active. If you did not receive the email address I can provide the information the agent provided.

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Hello ​@KarriganN ,

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Were you able to create a new case?

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!