Hello @JRNWASHDC, 

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community.

I apologize for any inconvenience that this might cause you, we are committed to providing you with the best service possible. Thank you for bringing this matter to our attention, I understand that you are trying to get access to a document that is signed, but the system does not open your account and prompts the error message “Sorry, there was a problem loading your account features. Please contact Docusign Support for assistance.”.

To clarify, are opening the envelope through the initial notification or from the completed notification?

Are you trying to open the account in the mobile app? if yes could you provide the which app are you using is it an iOS or Android? or are you trying to do it from your web browser?

Have you tried the below troubleshooting:

• Clear cache/cookies
• Try a different browser(s)
• Try an Incognito window
• Try a different device
• Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.
• Try using VPN, or if on one already, disconnect from VPN and try again

When you sent the form to Docusign Support were you given a case number?

Have you tried to use the option Use a Security Code to access Docusign documents? When you receive an email inviting you to electronically sign a Docusign document, you will find a 33-character alphanumeric security code at the bottom of the email. To access the document, go to the Docusign website, select "Access Documents," and paste the security code into the designated text box. From there, you can sign, download, save, print, and perform other actions on the document based on the permissions granted by the sender.

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some 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

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

Hi @JRNWASHDC,

I hope you are doing well.

I would like to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Christopher | Docusign Community Moderator

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

Looks like people are giving up using this service. Just becuase no relevant help or information is provided. I even wonder, if you people at ducisign have ever left your bubble and visited help forums nowadys, whre service and information just flows from technicians to user, prividing helpful information.