Cannot login to docusign support to open a new ticket

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.

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.

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

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.”

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. 

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.’

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.

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.

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.

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.

Same problem.  Looks like its a common problem… with 0 resolution.

I am having the same issue. We have a paid account and the support login is stuck in a loop. Any support would be appreciated. 

I have the same issue as stated by multiple users above. I have a paid account and the support login is stuck in a loop. I called sales support and they tried to fix it, the issue persisted. I cleared cookies and cache and used a different browser and no luck. I used the alternative method of filling out the form to request assistance and no one from Docusign has reached out to me. This is ridiculous that paying customers cannot access support AND cannot utilize the feature they pay for as I am unable to send a very time sensitive envelope to 9 people to sign. To the BBB I go with a complaint!

I am also experiencing this issue. I could not log into support with my developer account, so I started a free trial of docusign. I still cannot log into the support, and get the same message:

“Unable to log in.