Billing Support

Question

I am urgently requesting assistance regarding a long-standing issue with my billing account that has gone unresolved for several months. Despite multiple attempts to open support cases, they continue to be closed without resolution. Now, I am unable to even open a new case and am receiving the following error message:

"Unable to log in. 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 login scenarios, contact DocuSign Support for assistance."

Unfortunately, there appears to be no viable way to contact support. Every email I’ve attempted to use is a no-reply address, and the chat box states there are no live agents for support. This lack of access to assistance is unacceptable, especially given the duration and persistence of this issue.

Can you please direct this message to a manager and have them contact me directly today to finally address and resolve this matter.

Thank you for your immediate attention to this issue.

Melanie.Panguito · Accepted Answer

Hello ​@OasisProductions,Thank you for reaching out, and a warm welcome to the Docusign Community! We're sorry to hear about the billing issues, and thesituation isunderstandably frustrating.We’re here to help where we can, but because this Community space focuses on general guidance, anybilling inquiries and disputes will need to go through our Support team directly:👉Open a Support Case👉How can I request a phone call from Docusign Support?Since you encountered an error creating a case, can you please try to clear your cache and use another browser or device? Should the issue persist, theworkaround for creating a case is to usethe bottom part of the page, which allows you to submit a case without logging in to your account. Link:Get Support> More support options >I can't access my account > Other issues.I understand that the situation has caused you some inconvenience, and I sincerely apologize.I hope the instructions are helpful and will help you resolve things. Please let us know if you need further assistance. Thank you!Best,Melanie | Docusign Community ModeratorIf this pointed you in the right direction, go ahead and click “Best Answer”!

OasisProductions · Answer

Melanie,I have continued to attemptto log in to the support page without any luck and am receiving this notification: “Unable to log in. 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.”I have submitted a request using the “Contact DocuSign Support” form, but have not received any response.At this point, I require immediate phone support and am formally requesting a refund for my account as soon as possible. We are incurring additional charges each day this issue remains unresolved, which is unacceptable.

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