Skip to main content
arrow-left Back to Docusign.com

Hi! Hope you are doing well! 
I faced the issue with login in to the Docusign support portal. The error is: “If this is your first login attempt after purchasing a Docusign plan, allow 15 minutes for account creation before accessing your account. 
For all other log in scenarios,  contact Docusign Support  for assistance.”. 
But my account has been created more than 4 days ago. The main reason to get access to your support portal was create ticket for your site admins to get access to our company space, because all our Docusign admins have left from the company and we are unable to log in to their account - answer on security questions is required. 

I also attempted the following actions to address this problem:

  • cleared the browser's cache and history.
  • used the browser's Incognito window.
  • tried several different browsers.
  • tried a different laptop for work.
  • permitted every cookie.

The final thing I can do is ask for help from you through your community site, as there isn't a connection for communication without an account.
Also links what I used to solve my issue : https://support.docusign.com/s/articles/How-do-I-manage-my-account-if-all-Administrators-have-left-the-company?language=en_US - What is not working for me. 

Hello ​@AlexKast 

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible. 

I just want to confirm if you happen to have access to the old admin’s email address associated with the Docusign account you’re trying to access.

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"

Dear ​@Ma.Cubio, I have the access to old admin email. But when I trying to reset password - system asks to answer on security question created by previous admin - what is unable for me. 

Hello ​@AlexKast 
I got it. It’s great that you have access to the old admin’s email. To further help you with your concern, a support expert must send you the password reset link to bypass the security questions.
Since you cannot create a case due to a login issue, I highly recommend that you create one through Get Support and provide the account details. 
 


 

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"

Dear ​@Ma.Cubio, I have sent a new request to the support by your recommendations. I will update the info when have the response. Thank you! 

Hi ​@AlexKast 
That’s great to hear. I can follow up for you if you send me the case number via private message.
 

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"

Hi ​@Ma.Cubio, 
Unfortunatelly the link for reset password is not active. I have sent another request. 

Hello ​@AlexKast 
Can I have the case number so I can see what I can do to help you?
 

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"

Hello ​@AlexKast 

How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved. 

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

 

Sincerely,

Ma. Cassandra | Docusign Community Moderator

If this helped, feel free to Like👍and click "Best Answer"

Code of Conduct

Docusign Community

Code of Conduct