@OTNeNi 

looks like you need to create a case from within your account:

To create a case:

1. Log into your Docusign Support Center account.
2. Select Manage Cases.
3. Select New Case > choose a case category and subcategory.
4. Fill out the form with details like the subject and timing of your issue.
5. Select how you wish to communicate with Support (e.g., a callback) and Submit your case. 

After you create a case, you can log in to the Docusign Support Center, check the status of your case, and send a secure message to Support through case comments at any time until the case is closed.

good luck

mr1

Thanks for your help. Unfortunately, I cannot even open a case. I fill out the case data with all required info and it does not allow me to submit. The submit button is grey and not clickable. I go around in circles and keep getting errors everywhere. Impossible to open a case, impossible to call anyone. Impossible to directly email them as they have an automated email that goes into a black hole. They stopped any and all phone support they tell you to go to the website to open case. it is impossible to open a case, and I keep going around and around. So frustrated. I cannot believe that the most expensive electronic signature software has zero customer support. I have dealt with other software and never had this problem. And I was paying half the price. 

It should be easy to change my email address in my profile. There is a two step verification process, and they email me a 6 digit code. When I punch in the code it says “An Unknown error occured while verifying your code.” So it is impossible to change the email address. And I really need to. So frustrating.

When I try to log into the support center I get this error message: 

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.
For all other log in scenarios,  contact DocuSign Support  for assistance.

It says to contact Docusign Support then I go back there, and try to submit a ticket and it does not allow me to submit because the submit button is not clickable. And it goes in circle over and over. They send me from one page to the next, and nothing works. 

AGREE 100%

Wow, I am not the only one. Now I am wondering if people’s private information is safe with this company. And why every major insurance company uses them for their signature needs. Crazy!

https://www.yelp.com/biz/docusign-san-francisco-2?uid=5HjhSEhxf1M_8OW-cQHa-w&utm_campaign=www_business_share_popup&utm_medium=copy_link&utm_source=(direct)

Also, why is there a Docusign community in the first place? Is this how they replaced their own customer support. Let the customers help each other out?

@OTNeNi 

This may sound silly - but make sure you don’t have any random spaces before or after any info you’re submitting (ie email address...). I had trouble signing up for something over the weekend because there was a space after my email - and the ‘submit’ wouldn’t work until I fixed it.

good luck

mr1

Hello, not silly at all. I thought of the same and double checked every time. And it still does not work. I did it again now after reading your email and no. I cannot get anywhere. 

At this point I am convinced they do this on purpose. I think this is a very unethical company. If you want to change your email address there is nothing you can do but to open a new account and pay another subscription fee. 

I am just now worried about what they do with all the data that goes through their software. 

Hello @OTNeNi ,

Thank you for reaching out to the Docusign Community.

Are you still unable to log the case?

In case you still have the same issue please try the More support options at https://support.docusign.com/s/contactSupport?language=en_US

Even though it stated that it is for password resets, you can request that they fix your login issues.

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

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