Opening a document for signing not possible - unknown error

Question

I would like to sign a document, but clicking the email link gives me an unknown error.

The alternative method using the security code also gives me the same “unknown” error.
I’ve checked the correct matching account emial, like twenty + times to make sure, this is not a typing issue. Still, this all is not working and there is no relevant error code.

This s+++ks soo much. I’m a first time user and 100% disappointed, but the functionality, the help topics, that don’t help and on top, the help form, that is buggy and the send button is disabled, even the form is filled completely (only by me changing topics around helped to work around this).

So, this is a wasteland of whatever you gyus try to do here. The industry standard has progressed so much further, since you last visited your entire service and help workflow. I feel just lost entirely and have no words how bad this is comparte to what most of the other companies in world provide at this point in time.

Alejandro.Ramos · Accepted Answer

Hi@cgboxer,Thank you for following up.I am sorry to hear about your bad experience using our eSignature app, I will make sure to provide you with all the support needed to solve this issue. This error is usually caused by problems specific to the device, network, or browser being used. However, I based on your description of the issue the envelope appears to have been voided due to its expiration settings, and therefore you cannot test the other options. Under these circumstances, the sender will need to recreate the envelope, so you can gain access to the document.Regarding our available support resources, our support team is available 24/7.You are always welcome to create a case and have a Support Expert look closely at your issue.https://support.docusign.com/en/contactSupportIf you cannot open the case on the same page, you should scroll down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support. If needed, you may call us at one of the phone numbers listed here:Please see the following announcement regarding important changes to Docusign Live Inbound Phone Support: https://support.docusign.com/s/articles/Upcoming-Changes-to-Live-Inbound-Phone-Support?language=en_US”Please don't hesitate to let me know if you have any other questions or concerns and I will address them as soon as possible.Best regards,Alejandro R. | Docusign Community ModeratorPlease click "Best Answer" below if you find my reply to be a valid solution to your issue!

Alejandro.Ramos · Answer

Hi @cgboxer,Welcome to the Docusign Community!We are glad to have you here and can't wait to help share as much knowledge as possible.I am sorry to hear that you haven’t been able to sign your envelope due to this error, but I will assist you in solving the issue.To start troubleshooting, try again using a different browser, device and network. It is important to try these options separately as they might lead us to the root cause of the problem.Feel free to let us know if you need further assistance with this.Thank you for using Docusign, we hope you have a wonderful rest of your day!Best regards,Alejandro R. | Docusign Community ModeratorPlease click "Best Answer" below if you find my reply to be a valid solution to your issue!

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