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How To Get Support Help

Forum|Forum|1 year ago
June 12, 2025
6 replies
119 views

I am having the worst experience getting support to help me with an urgent matter for ID verification. In my experience the support team is non existent. I have sent multiple messages and waiting for a call back since yesterday. If anyone can provide any tips to get support help, that would be much appreciated.

Best answer by Ma.Cubio

Hello @Jerry Z,
Welcome to the Docusign Community! I am really sorry to hear about your experience, and thank you for taking the time to share it. I completely understand the frustration of being unable to get direct support. We apologize for any inconvenience this may have caused. Paid account users can Open a case in the Docusign Support Center. Also, here are the steps and all options to reach out for support:

How do I contact Docusign Customer Support?

Important Changes to Docusign Support

Additionally, Docusign Community is here to support you, where amazing Community members and moderators are always ready to share their expertise and experiences to help you.

Please let us know how we can further assist. Thank you!

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

M

Ma.Cubio

Answer

Community Moderator

Hello @Jerry Z,
Welcome to the Docusign Community! I am really sorry to hear about your experience, and thank you for taking the time to share it. I completely understand the frustration of being unable to get direct support. We apologize for any inconvenience this may have caused. Paid account users can Open a case in the Docusign Support Center. Also, here are the steps and all options to reach out for support:

How do I contact Docusign Customer Support?

Important Changes to Docusign Support

Additionally, Docusign Community is here to support you, where amazing Community members and moderators are always ready to share their expertise and experiences to help you.

Please let us know how we can further assist. Thank you!

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

J

Jerry Z

Author

New Voice

I am a paid customer and have opened up a case. They aim to call back with in 30 min, however it’s now been a day and a half with no call back.

M

Ma.Cubio

Community Moderator

Hi @Jerry Z,

I definitely understand the urgency of your request, and for your issue about ID Verification to be resolved as soon as possible.
Let me have the case number, so I can follow up on your behalf. Again, I’m sorry about your experience with us. Rest assured, I’m here to help.

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

J

Jerry Z

Author

New Voice

Thank you I appreciate that my case # is

15435825

M

Ma.Cubio

Community Moderator

Hello @Jerry Z,

I got it. By the way, I already sent a follow-up about your case, and please expect a callback from us within 24 hours.

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

M

Ma.Cubio

Community Moderator

Hello @Jerry Z

How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved.

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

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