New Voice

Solved

Cannot login to docusign support to open a new ticket

Forum|Forum|2 years ago
April 8, 2024
16 replies
530 views

When i go to https://support.docusign.com/s/contactSupport?language=en_US and click on Open a Support Case, and then select eSignature, I login with my account info but am then brought to a screen that says

“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.”

My account is not new. My account was created in 2016. This happens on every browser i try. In a private browsing window, too. Can someone assist me with being able to open a support ticket, please??

Best answer by Jenny.Martin

Hello @JaydenU626,

Thanks for reaching out here in the Docusign Community—great to have you here! We’re sorry to hear you’re experiencing this issue.

Can you please try the following troubleshooting steps:

Clear your browser cache and cookies
Use Incognito/InPrivate window
Try using a different browser
Ensure your internet connection is stable

If the error still occurs after these steps, navigate to our Get Support page and select Chat with us. Tell our Docusign bot you want to speak to a live Support Expert, and you will be connected. 👉 How do I contact Docusign Customer Support?

In the meantime, you may also share details of your issue here so we can provide some guidance or resources.

Let us know if you have any further questions

Best Regards,

Jenny | Docusign Community Moderator

C

Christopher.Alpizar

Docusign Employee

Hello @ksickinger,

Thank you for reaching out here we want to welcome you to the DocuSign Community, I appreciate you bringing your question to this Community.

I apologize for the inconvenience, I know the importance of having access to log your tickets through our Support portal. I understand that when you try to access your account you get the error "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."

If you’re not able to open a Customer Support case via the above link, you can find below the available phone numbers to contact Customer Support:

Please see the following announcement regarding important changes to Docusign Live Inbound Phone Support: https://support.docusign.com/s/articles/Upcoming-Changes-to-Live-Inbound-Phone-Support?language=en_US”

Please let me know if you were able to open the case.

Note: Some advanced features and options are supported only in specific DocuSign plans. Your account plan might not support some options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | DocuSign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

C

Christopher.Alpizar

Docusign Employee

Hi @ksickinger,

I hope you are doing well.

I would like to confirm if you were able to solve your issue by utilizing the solution that was suggested or if the information that was provided was useful.

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

D

DuaneG

New Voice

Your advice was rubbish. Read the problem the user posed.

J

JPSch

New Voice

I have the same issue. The solution offered does not work at all. It just takes the user back into the same loop - “Unable to log in.”

S

SP_

New Voice

I’m stuck in the same Support Center loop - Unfortunately there is no human contact available from Docusign Support anymore - - When logged into my account, I click on Customer Support, it opens a new window to support.docusign.com where I have to Log In again on this page, this opens another Support Log In page that is requesting confirmation of what CLM version I have, this opens UNABLE TO LOG IN page with option for Contact Docusign Support, this opens the original support.docusign.com page at the “More support options” with a contact info form fill with no additional information of where this info is going or what to expect after form submission, after submission it says “Please allow up to 24 hours for a response to your request.”

Tried the he AI chatbot with no luck, it is only helpful for basic account navigation assistance.

A

Amruta

Newcomer

Could anyone please help me to understand how I can raise a case with DocuSign as I’m facing the same issue mentioned above.

When trying to open a case, it takes me to login window to support account and once I select continue, it takes me to ‘Unable to log in.’ Page. And if I click on ‘contact DocuSign Support’ link it takes me back to Get Support page.

If not this, can somebody help me with my original issue for which I want to open case. I’m unable to add merge fields in my Envelope Template, when I’m trying to add any field, it gives error as: ‘This Account lacks sufficient permissions to use Merge Fields.’

J

Jenny.Martin

Community Moderator

Hello @Amruta,

I hope you’re doing well. Thank you for reaching out, and welcome to the Docusign Community! We apologize for any inconvenience.

Can you send me a private message and provide your account email address and account number?

Regarding issues with merge fields, you may check this link: I See “This Account Lacks Sufficient Permissions to Use Merge Fields” When Adding an Envelope Template Merge Field

Best regards,

Jenny | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

D

delfinparis

New Voice

I have the same issue. Can’t login and get the same 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 log in scenarios, contact DocuSign Support for assistance.

J

Jenny.Martin

Community Moderator

Hello @delfinparis,

Thank you for reaching out to the Docusign Community.

I received your message. As discussed, please try it again and let me know if the issue persists.

Best regards,

Jenny | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

J

Jenny.Martin

Community Moderator

Hello @delfinparis,

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.

Best regards,

Jenny | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

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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.