I can't access the support chat. There is no link behind the button on the support page

Hi ​@weita,

I’m really sorry you’re going through this — I’m here to help you find a way forward.

When I clicked the link on my end, I was able to see the chat option even without logging in.

Could you try the remaining troubleshooting steps from the article that you haven’t done yet, such as clearing your cache and cookies, trying a different device, or switching to another network or VPN? 👉Basic troubleshooting steps for common Docusign issues

Also, could you share more details about the specific issue you’re running into with signing the document? That way, we can see if we might be able to help you directly from here as well.

Here if you need us!

Regards,

Melanie | Docusign Community Moderator
If this helped clarify things, feel free to Like👍and click "Best Answer"

I now tried it again on my phone in incognito mode and not logged in to my WiFi and it is still not working. 

I also don’t see the button on the bottom right, maybe that is related. 

A friend tried it in another network, and it’s also not working for them. They see the same issue: No redirection, no Chat button on the bottom right. 

I try to access this for my sister who is having issues with signing a document, and also can’t open the chat (same issue as above): 

She has to sign a document and had to go through the ID Verification Process, which worked: in the docusign certificate it says she passed the Knowledge-Based Authentication.

But then, the process didn’t carry on - her fiancee should have received the document to sign as well, but it’s not forwarded (not in Junk etc.). My sister also didn’t receive any confirmation that she signed the document as usual.

It also doesn’t say it’s signed in the certificate. When she tries to reaccess to sign again, it doesn’t let her because she “alreasy passed the authentication and can’t start a new one”

Appreciate the update ​@weita, and I’m really sorry that the troubleshooting didn’t solve the issue. I've sent you a private message. Thank you!

Regards

Melanie | Docusign Community Moderator