Does anyone know how to contact DocuSign support?

Hello @Kenny Traber,

Thank you for reaching out to the Docusign Community.

I apologize for any inconvenience that you might have encountered, to contact Docusign Support you will need to create a case, please be aware that depending on your plan you might or might not have the ability to create a case. To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case". Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center. 

Perhaps I can assist you in this post, can you tell us what is the issue that you are experiencing?

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.

Hi ​@Kenny Traber,

I hope you are doing well.

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,

 Christopher | Docusign Community Moderator

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

We have not been able to log into our account for the past week. We have created a case and sent emails to the support. A week later all communication from Docusign support has been totally useless. We have sent them pictures of the error and continue sending them pcitures everyday. Give them the case number many times over. Nothing is happening. Very discouraged and when I signed up I paid for 2 years. We have created a case and asked for a phone call back and all we are getting is the same nonsense email over and over again. This is my last ditch effort to work with this company. 

Hello ​@TinaK,

Thank you for reaching out to the Docusign Community.

I apologize for the inconvenience this might cause you, can you provide the case number? Were you able to get the support that you needed? Are you able to log in to your account?

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.

My account is missing all of my agreement documents. I’ve had an account for somewhere around 6 years. It shows no history, billing, etc. I also can not find anyway to get technical support.

Pretty concerning for everything to be gone. Would love some assistance. 

Thank you.

Hello ​@mail559,

Thank you for reaching out to the Docusign Community.

I apologize for the inconvenience this might cause you, can you provide the email associate with the account via a DM?

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.

Hello,

I need help,
i need to issue an invoice with the vat number for portugal, how do i do it?

Hello ​@Charge2C,

Thank you for reaching out to the Docusign Community.

Per the community guidelines (https://community.docusign.com/site/terms) we can only provide you with general information, in this case, the Account Admin will need to contact Support directly for Billing Inquiries, Account Change Requests, or Feature enablement. To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case". Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center. 

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.

I’m also unable to open case by following the prompts and unable to reach support.

Is there anyone that can help?

Hello, ​@VikiM,

Thank you for reaching out to the Docusign Community.

I apologize for the inconvenience, are you getting an error message?

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.

I am the plan administrator. 

In the past I was able to call phone support and they were able to fix the issue same day. 

I was able to create a case number after all. I received and email with instructions.  Replied to the email stating that I followed instructions and why it's not working. No response. I resent the request again, this time asking for a phone support. 

The envelopes do not repopulate if sent out too late the day before the reset date. I'm in PT zone. If DocuSign wants to be fully automated, I'm sure they can set the cutoff time at midnight of the customer's time zone and I wouldn't have to call in asking them to fix it.

It's been 2 business days going back and forth with no resolution. 

How can I request phone call?

Hello, ​@VikiM,

Can you provide the case number? From the case in the Support center you will have the option to request a callback.

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.

I need to request a phone call. The computer request is not working! Rethinking my subscription at this point.

Hello

Case Number: 14987758

I’ve been waiting to hear back from Docusign support but have not heard anything. My case is pretty simple. I am sure I had cancelled my subscription before the renewal but was charged for it. I am unsure why this cancellation didn’t go through.

In any event, I’ve cancelled and am now requesting a refund on the amount paid. I believe there is a 14 day cooling off period, by law, that as a consumer, you are still able to request a refund.

Can any moderator help here?

I am in a similar situation in that I can not contact support. I need to update our billing information with a new address. I can not create a case as I am directed to a page where I am to select one login or another and no matter what I select I get a page letting me know that I need to go back. Can someone please assist me with this issue. 

Hello ​@arandellca,

I hope you are doing well. 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