Docusign logins fail due to 400 response to "cloud_storage"

Question

Every attempt to login to docusign fails with a user visible error of:

Sorry, there was a problem loading your account features. Please contact Docusign Support for assistance.

But alas there is no way to reach support so I’m here.

The browser console shows the following XHR call always returns with a 400:

https://apps.docusign.com/api/esign/na1/restapi/v2.1/accounts/f47b93e8-a993-4cd1-959b-d73134338cd6/users/dc554c86-867d-4754-bbcd-3f79435c5805/cloud_storage

The response entity is as follows:

{ "errorCode": "UNSPECIFIED_ERROR", "message": "The value for column 'CurrentAccountPlanId' in table 'Account' is DBNull."
}

So my account is apparently in some broken state in the backend and logins are impossible.

Hopefully a docusign engineer sees this and knows why my ‘CurrentAccountPlanId’ is null and why that would cause logins to fail.

Christopher.Alpizar · Answer

Hello ​@wrl314,Thank you for reaching out to the Docusign Community.Is this a Dev/Demo account or a Production account?Are you creating an integration or using an existing one?Was this working before?Are you the only user affected by this?Is SSO enabled in the account?Please try the below troubleshooting:Clear cache/cookiesTry a different browser(s)Try an Incognito windowTry a different deviceTry a different Internet network, such as on a mobile device using data with Wi-Fi disabled.Try using a VPN, or if you are on one already, disconnect from the VPN and try again.Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the 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.

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