New Voice

Solved

URGENT Support needed - who can we escalate to?

Forum|Forum|11 months ago
September 8, 2025
6 replies
216 views

DocuSign hasn’t enabled Doc Gen on our main account. It appears a trial was allowed to lapse despite having confirmed it was switched on. Does anyone have a useful contact email or number to escalate business-critical issues to in UK?

Docusign Support

Best answer by Jenny.Martin

Hello @TB25,

Thanks for reaching out to the Docusign Community—it's great to have you here! We’re sorry to hear that you are having this issue, and I know how important this functionality is for your operations.

In situations like this, the best course of action is to submit a support ticket with our support team or use the live chat support for faster assistance.

Here’s a helpful resource with more details: How do I contact Docusign Customer Support?

I hope this helps. If you need further assistance, please let us know.

Best Regards,

Jenny | Docusign Community Moderator

If this helped, like 👍and mark it as “Best Answer” so others can find it, too!

J

Jenny.Martin

Answer

Community Moderator

Hello @TB25,

Thanks for reaching out to the Docusign Community—it's great to have you here! We’re sorry to hear that you are having this issue, and I know how important this functionality is for your operations.

In situations like this, the best course of action is to submit a support ticket with our support team or use the live chat support for faster assistance.

Here’s a helpful resource with more details: How do I contact Docusign Customer Support?

I hope this helps. If you need further assistance, please let us know.

Best Regards,

Jenny | Docusign Community Moderator

If this helped, like 👍and mark it as “Best Answer” so others can find it, too!

T

TB25

Author

New Voice

Hi Jenny

We have followed this already, escalated 3 tickets and still no resolution. We have asked who we can complain to and raised this on the ticket. We have tried calling our account manager and have not had a callback. We need someone who can resolve the issue urgently as we have been without service for a whole business day and are no further forward than we were at 9am.

Regards

J

Jenny.Martin

Community Moderator

Hello @TB25,

Thanks for your reply,

Can you provide the case number of the ticket you submitted, so I can follow up with the support team?

Best Regards,

Jenny | Docusign Community Moderator

T

TB25

Author

New Voice

15960499

15957802

15957740

Many thanks

Terrie

J

Jenny.Martin

Community Moderator

Hello @TB25,

Thanks for providing the case number. We have promptly escalated this to our support team, and we apologize for the inconvenience.

Sincerely,

Jenny | Docusign Community Moderator

J

Jenny.Martin

Community Moderator

Hello @TB25,

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.

Regards,

Jenny | Docusign Community Moderator

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