Purchased Annual Subscription but can't logon or get support

Question

I purchased an annual subscription using a different email than the one above. I received an order confirmation at the email address and my credit card was charged. Now, I can not login to the account, reset the password, or get customer support. My email account does not receive emails sent from DocuSign to reset the password or logon to the account.

Why?

Melanie.Panguito · Accepted Answer

Hi ​@hallonlaw,For visibility in the thread, we confirmed that the emails were impacted by the email server’s security settings. You were able to work with your IT team to adjust this and successfully restore your account access. Article:Why aren't my signers receiving Docusign Notification emails?If you don’t mind, kindly consider marking this reply as the Best Answer✅"so the topic can be closed and other community members can easily find trusted answers.😊Here if you need us!Regards,Melanie| Docusign Community Moderator

Melanie.Panguito · Answer

Hi ​@hallonlaw,Thanks for reaching out! Sorry to hear you’re having trouble accessing your account and connecting with support. We’d like to look into this and help get things sorted.You mentioned using a different email address when purchasing a subscription. Haveyou tried logging in or resetting the password using both email addresses, just to be sure? If the email address entered isn’t associated with an active DocuSign account, no email will be received. The system may say it sent an email, even though none is delivered👉How to troubleshoot Docusign account login issuesIf that doesn’t resolve the issue, it will need to be reviewed by our Customer Support team, as some details can’t be discussed publicly. To help move things forward, you may send me a private message with the following information:NameAccount numberEmail address associated with your DocuSign accountAlternatively, you can also contact Customer Support directly via live chat here👉Get Support pageHere if you need us!Regards,Melanie| Docusign Community ModeratorIf this helped, feel free to Like👍and click "Best Answer"

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