Activation link expired and account stuck in trial mode

Question

Hi,we have been on a subscription plan since July 1, 2026, and I was really looking forward to getting started. Unfortunately, I’m unable to activate my existing account.After clicking the activation link in the email, I receive an error message saying that the link has expired. From there, I end up in a loop and cannot complete the activation process.The only option I have at the moment is to access the account with the expired trial subscription — which means I’m effectively unable to use the service.I haven’t been able to find a way to contact support directly. Could someone please advise what I can do to resolve this issue?Thank you very much for your help.Best regards, Lena

Luke.Cervantes · Answer

Hello ​@Lena Kra,Thank you for reaching out, and we are very sorry for the frustration this activation loop has caused. I completely understand how eager you are to get started with your Docusign subscription, and it is certainly not the experience we want you to have.To help me investigate and pinpoint the issue, could you please provide the following details?Account Name associated with the accountThe email address used for the accountOnce I have this information, I will look into the status of your plan immediately.If you are comfortable sharing these details, please reply to me via Private Message (PM).Thank you for your continued cooperation. Let me know if you have any questions.Best Regards,Luke | Docusign Community Moderator

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You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.