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Like many other people, I have an issue with my docusign account and I cannot get in touch with anyone to help me. I try to create a support case, but it tells me I am unable to login: 

 

Unable to log in.
If this is your first login attempt after purchasing a DocuSign plan, allow 15 minutes for account creation before accessing your account.

 

Here is the specific link, which interestingly enough has ErrorDescription=NOT_ACTIVE_USER in the url”

 

https://support.docusign.com/s/auth-error-handler?language=en_US&ErrorCode=REGISTRATION_HANDLER_ERROR&ErrorDescription=NOT_ACTIVE_USER&ProviderId=dontknowifthisisasecretornot&startURL=%2Fs%2Fcases%3Fdsrc%3Ddsc

 

I have a eSignatureStandard plan. Someone please help me out. Thanks.

Hello ​@amcardwell,

Thank you for reaching out, and welcome to the Docusign Community! I appreciate you bringing your question to this Community. Rest assured that I will do my best to help you.

To clarify, are you unable to log into DocuSign at all (Log in Link: Docusign Login - Enter email to start sign in), or is the issue occurring after you have logged in while trying to access or manage cases on the DocuSign Support page? May you kindly perform the troubleshooting steps outlined below:

  • Log in directly to the Docusign Support Center by clicking Continue beneath the product you need support for (eSignature) > Manage Cases. More information on how to open / manage support case here: Open a case in the Docusign Support Center
  • If you can log in to your DocuSign account, navigate to My Preferences > General > Click "Select as Default" twice. Go to the Support Center ( Link: Get Support ) > Manage Cases.
  • Check if the browser needs to be updated.
  • Clear history and cache/cookies and set it to "All time."
  • Try a different browser(s).
  • Try to use Incognito. 
  • Try a different device.

If the issue persists, as a workaround, you can create a case without logging into your account by using the section found at the bottom of this page:: https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Let us know if you need further assistance with this. Thank you!

 

Best regards,

Jenny | Docusign Community Moderator

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

Hello ​@amcardwell,

I hope you’re doing well. If you found the response helpful, please mark it as the "Best Answer ✅" by clicking “Select as Best.” This will make it easier for other community members with similar questions to find the information they need. If you require additional assistance, feel free to let me know.

Thank you for supporting the community!

 

Best regards,

Jenny | Docusign Community Moderator

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

No, none of those steps worked. I created a case using the workaround you mentioned, but I havent received any response after the initial email. Please let me know what to do. If I need to create a new account from scratch, so be it… but I need my current plan cancelled and my new plan pro-rated.

Every docusign contact I have is giving me an automated message to create a support case, which I CANT! The frustrating thing is that the real issue I cant get fixed because I cant get a support case created. 

Please advise.

Hello ​@amcardwell,

Thank you for your reply. We’re sorry to hear that the steps provided did not resolve the issue.

Can you please provide the case number of the case you submitted so I can check and follow up with the support team?

 

Best regards,

Jenny | Docusign Community Moderator

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

 

Yes it was #15314833

Hello ​@amcardwell,

Thank you for providing the case number.

I reviewed the case, and I see that it is already closed by the system as we haven't received any response from you. Since it is closed, I can no longer send a follow-up to the support who previously owned the case

You may need to submit a new support case using the workaround I previously provided.

Should you require any additional assistance, feel free to reach out. Thank you!

 

Best regards,

Jenny | Docusign Community Moderator

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

 

It is true that some professional ability is still required with the case, which is also the value of the Docusign partner, but the partner needs a certain minimum order quantity, which is not easy for individual users to achieve.

 

FreeLink/甫连信息
🌍 DocuSign Partner | Partner Profile
🌟 The only DocuSign Partner globally certified as both a Certified eSignature Administrator and eSignature Technical Consultant
🏆 DocuSign 2024 APAC Reseller Growth Partner of the Year
💡 Ranked #1 in the OG All Star category in DocuSign Community Wrapped 2024
📊 DocuSign Community Leaderboard Top 5 contributor
🚀 Expertise in DocuSign integrations with on-premises systems for leading enterprises across various industries
🔗 Connect with me on LinkedIn: https://www.linkedin.com/in/gehengfeng/

 

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