I have a paid acoount. Now I cannot access it, and I cannot login in support page - Need help

Question

I paid a monthly subscription to get some documents signed. I did it with an e-mail account that was invited to a team.

Today, I couldn’t access that account. I couldn’t reset the password because it says there’s no account associated to my e-mail. So I created a new account with the same e-mail of the one I had the paid version.

Now this new account does not show as paid, and my document is nowhere to be seen. I cannot log in in the support center webpage because I get the error from the attached image, so there is technically no way to contact support for me. I tried a different browser, and I also tried incognito mode. I keep getting the same error.

It is urgent that i need my document. How can it be that a paying costumer can get no access to support?

Ma.Cubio · Accepted Answer

Hello ​@JuanCabThank you for reaching out, and welcome to the Docusign Community! I understand how urgent and frustrating this situation is, especially when you have an active subscription and an important document that you need to access. Rest assured, I’m here to help!To help me look into this further, please send me a private message with the following details:Account nameAccount number in questionEmail address associated with your accountCase number (if one has already been created)Once I have this information, I’ll follow up to address your concern appropriately.Sincerely,Ma. Cassandra | Docusign Community ModeratorIf this helped, feel free to Like and click "Best Answer"

Ma.Cubio · Answer

Hello ​@JuanCabThank you for providing the necessary details. Please check your email and respond to the email from docusign to process your request.Sincerely,Ma. Cassandra| Docusign Community ModeratorIf this helped, feel free to Like and click "Best Answer"

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