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

I have the same issue, and need to update the account as all our admins left the company. ​@Melanie.Panguito would you be able to send me a private message as well?

Thank you

M de Bell 

Hey ​@Uturn Thanks for tagging me. Happy to help! I sent you a private message, please reply with more details of the issue, along with the DocuSign account information. Thank you!

Sincerely,

Melanie | Docusign Community Moderator

​@Melanie.Panguito I have exact same issue. No chatbot visible regardless of what kind of browser I’m using. Other contact support options are disabled, and clicking the “Chat with us” button does nothing. Would you be able to help me out?
 

Hi ​@Rimas, thanks for reaching out.

Can you please try this link first? If it still doesn’t work, you can go through our basic troubleshooting steps here👉Basic troubleshooting steps for common Docusign issues

If none of those help, please send me a direct message with the issue details along with your account information so I can take a closer look.

If you have a paid or trial DocuSign account, you can also log in and open a support case directly👉Open a case in the Docusign Support Center

Let me know how it goes!

Regards,

Melanie | Docusign Community Moderator

I have the same problem.  Your chatbot is broken.  So is your manage account button.  This is unacceptable.  I will be performing a chargeback for multiple months of service because you are making it impossible to cancel our accounts.

Hey ​@Drew, 

Thanks for reaching out, and sorry to hear about the hassle with the chatbot and not being able to manage your subscription. That’s definitely frustrating.

Question, were you able to try basic troubleshooting or maybe reach out through other support options like opening a support case: How do I contact Docusign Customer Support?

If you're running into issues with any of that, I’m happy to help. Please send me a direct message of your email address and account number, and we’ll sort this out together. Thank you!

Regards,

Melanie | Docusign Community Moderator

My original account for deleted when I moved from Pro to Personal plan and now all my contracts are lost.

I cannot access any support - ​@Melanie.Panguito can you please reach out to me?

I have the same problem, support chat button does nothing. Can't login either.

Sorry to hear that ​@johnm. I see that Jenny is already assisting you on another thread. Hopefully, that issue gets sorted out soon!

Regards,

Melanie | Docusign Community Moderator

For anyone else having this issue. I was using Mozilla Firefox. Docusign doesn’t like the browser for some reason. Chrome works. I hate having to use Chrome for this one specific thing, but it is, what it is

I’m using Chrome on Mac actually and it’s not working.

​@Melanie.Panguito I am having the same issue as expressed on this thread and have done all of the checks.  Also I have the additional added frustration of being a paid member who has both the phone and email capabilities grayed out.  So the only thing available is the chat which clearly is not working.  Why is it so hard to contact support?

Hello ​@bhill410,

Thanks for reaching out to the Docusign Community!

I understand how frustrating this must be. I’m sorry you’re experiencing this added difficulty in reaching support.

Could you please try to go to this link, then click the login option on the upper right? Once logged in, can you check if you can now access the support options listed below?

I hope this helps. Should you require additional assistance, feel free to reach out.

Best Regards,

Jenny | Docusign Community Moderator

If this helped, like 👍and mark it as “Best Answer”

​@Jenny.Martin  unfortunately that does not work.  Same scenario where it says email and telephone are only available for paid accounts (I am on a paid corporate account) and the chat link doesnt work.  

Hello ​@bhill410,

Thank you for getting back to me. Can you confirm if the email you are using here in the community is the same one linked to your account? If so, I checked and found that there are multiple accounts associated with it, including a free one.

After logging in to the support page, please try the following steps:

1. Select “Manage Cases.”

2. Click the dropdown under “My Accounts” and confirm that you are on the correct account number.

3. You may also try clicking “New Case” to submit a case.

Please see the screenshot below for reference.

If these steps do not work, please send me a direct message with your full name, account number, the email address linked to the account, and a brief description of your issue so I can assist you further.

Best Regards,

Jenny | Docusign Community Moderator

Hello ​@bhill410, 

I hope you are doing well. 

I am following up to see if you had a chance to review our last message or if you still require assistance. 

Feel free to let us know if you have any additional questions. We’re here to help! 

Best Regards, 

— Luke | Docusign Community Moderator

If this helped, mark it as “Best Answer” so others can find it too!