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

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!