Hi ​@shiaput,

Thank you for reaching out to the Docusign Community.  

Does this happen if you re-try using a different network, device and browser?

Please try these options separately as they could lead us to the root cause of the issue,

Feel free to let us know if you need further assistance with this. 

Best regards,

Alejandro R. | Docusign Community Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

 

I also encountered the same issues,  I actually tried with different network, device and browser and it doesn’t work at all

Hi ​@shiaput, and ​@William_d,

Thank you for following up.

After doing some research on similar issues that were solved in the past I have found that in some cases this problem was fixed by entering the phone number either without spaces, and/or, without dashes. It is worth it to try both, as I have seen the two options work, in different scenarios.

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 Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

tired the following formats:

• xxx-xxxx-xxxx
• xxxxxxxxxxx
• xxx xxxx xxxx

it didn’t help. in my case it doesn’t work for Poland +48 code
 

hi ​@Alejandro.Ramos I’ve actually entered the phone number without spaces and dashes for verifying my phone number, and it shows the same result, the number is invalid despite I use my own phone number

Same here. I’ve been trying all kinds of things to solve this phone verification error.
Is the problem on their side or what?

I have the same issue when try to create new developer account using Latvian phone number +371.

Hi ​@shiaput, ​@William_d, ​@samwalker, ​@Ray2512, and ​@lauris,

Thank you for bringing this issue to our attention.

If you have confirmed that the issue persists across different networks, devices and browsers, it will be best for us to take a closer look at the issue to start gathering evidence to escalate the problem to our engineering team.

Please create a new support case and attach your screenshots to it to move forward with the process. You can create a new support case by filling out the form provided below:

https://support.docusign.com/en/contactSupport 

As always, don't hesitate to let me know if I can help with anything else in the meantime and I will lend a hand as soon as possible. 
 

Best regards,

Alejandro R. | Docusign Community Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

I’ve seen several threads in this matter now and it seems to be related to which phone number series you are using. I’m in the area of +46, and one of my phone numbers were not working, but another was. Could it be related to some regex issue, for where all numbers in a series are not allowed to be used?

Hi ​@Tornevall,

Thank you for sharing your thoughts on this matter.

It could be that the root cause of the issue is related to the phone number’s validation, but in order to verify if this is true we would need to perform an in-depth review of the situation, so the issue can be escalated to engineering if needed.

Please share the details of your issue with our support team through a case, by filling out the form provided, here:

https://support.docusign.com/en/contactSupport 

Once the case has been filed, we will contact you as soon as possible to continue the review process.

Best regards,

Alejandro R. | Docusign Community Moderator  

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

One of DocuSign team representative suggested me this, “ I've received the same feedback from others as well and what worked for them was to use our app. We're still looking into this issue to figure out what's the problem. But for now, do try accessing it again via our app. I believe our mobile app works as well.”

​@zjabbar tried signing up on the mobile app, but the phone number verification was made through the mobile browser and still did not work.

Hint to the support folks: Your frontline tech support people won’t be able to resolve this, and no amount of first-tier troubleshooting will get this to work for your end-users. You will have to escalate this issue to the team in DocuSign’s internal IT that handles identity verification service integration. The thing that is verifying phone numbers is probably throwing out VoIP phone numbers.

My company uses Zoom Phone. Those numbers sometimes aren’t validated because they are somehow denoted as “computer generated” and could belong to spammers, the same way a spammer can set up a “free” phone service by going to google voice and creating one in minutes if they have a valid gmail account. I have had mine bounced out a few times already as have other people here. I’m trying to sign up for a dev account. I DO NOT want sales pitch calls coming to my personal cell phone because I gave it to your software to validate a number for two factor one time.

I’m an upper tier troubleshooter at a university, and I see this sort of thing frequently, but since I’m not in a “developer” role in the identity services team in my org, I don’t know the right terms  you should tell your identity verification integrators. I just recognize when there is dysfunctional communication happening in an org’s IT and get frustrated by it. Particularly when escalation isn’t happening and it needs to, because I deal with that a lot at my job. 

Hi

We also can’t register to DocuSign because of this. We tried several phone numbers setting different formats but none works. When I go to the developer tools from your server i got a error saying You need to enable Javascript to run this app

Javascript is enabled and i tried Chrome, Mozilla and Brave, i dont know what else to try but everything shows that the problem is in your server

Hi

We also can’t register a developer account on DocuSign because of this faulty phone number validation.

We also tried several phone numbers setting different formats but none works. 

Phone number is from Romania +40.

Please have a look!

Thanks!

Hello ​@Mafy,

How are you? I hope you are doing well and we apologize for not getting back to you sooner. It appears your issue was addressed via Support case, correct?

I'm just checking in to see if you still need any help, and we'll gladly help you with any questions you may have. Have a great day!

Best regards,

Melanie | Docusign Community Moderator

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

I have the same problem with a US phone number being told I need to “Enter a valid phone number.” Since this is trying to perform an SMS verification to send a code, my guess is that it wants a cell number, which is not stated as a requirement to create the account. Our business office phones do not support SMS and I don’t have a business cell number. I am hesitant to use my personal cell number, as I don’t want it tied to our corporate Docusign account.

I have even received “Your developer account is ready” emails, but of course, I don’t have a password and there is no account when I try to log in.

My account team was not able to assist so turned it over to customer support on day two. On day three, support contacted me to authorize them to proceed with the support request. So far, I am not impressed.

I am encountering this same issue as well. Above and beyond the frustration with this issue is the fact that the “Enter a valid phone number” error message is incredibly opaque, providing no explanation for what exactly is going wrong.

Hello ​@Geordon,

I sincerely apologize for the inconvenience this issue has caused. Did Docusign support help you resolve, or do you need help with the follow-up? Please let me know.

Hello ​@Nonprofit_Zach,

My sincere apologies for the inconvenience. I just have some questions:

Have you tried entering the phone number either without spaces,/or without dashes? It is worth trying both, as the two options work in different scenarios.

Could you also try adding the country code to the actual number? For example, +63 +63 000 000

Does this issue persist if you re-try using a different network, device, and browser? Sometimes, network or device-specific issues can cause such problems, and trying on a different setup can help isolate the issue.

Let us know if you need further assistance. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

​@Melanie.Panguito I have tried the number with/without spaces, with/without dashes, and with/without the country code (which is +1 in this case). I have tried using a different computer and browser, but a different network is not a realistic option.

Hello ​@Nonprofit_Zach,

Thank you for the update. You did everything you could. As none of the troubleshooting worked, your next best step is to open a Support case so our Technical team can take a closer look.

If you have a paid account, here is the step to open a case:  Open a case in the Docusign Support Center.

If you do not have a paid account, you can still open a case at the Get support page at the bottom, where it says More support options > I can’t access my account. This does not require you to log in to an account or to upgrade. 

Link: Get Support. Please view the screenshot below:

I hope this will be resolved soon. Let us know if you need further assistance. Thank you!

 Melanie | Docusign Community Moderator
Helpful? Mark it as "Best Answer" to help others too!

Hello ​@Nonprofit_Zach,

How are you? I'm checking in to see if you still need assistance. If you run into any issues, we're happy to help with those here. Wishing you a smooth rest of your day!

Regards,

Melanie | Docusign Community Moderator
Helpful? Mark it as "Best Answer" to help others too!

Hi ​@Melanie.Panguito 

My problem was resolved. For future reference for anyone else with this issue I believe my problem stemmed from our use of Google Voice VoIP numbers for our office (we are a remote/distributed team so that’s the only phones we have). The problem was resolved by DocuSign support staff manually entering my phone number into my account from the backend.

Cheers

Hey ​@Nonprofit_Zach 

Wow! Thank you for the update! I am glad you're issue is resolved. Thank you for your tips! Please consider marking your response as Best Answer  so others with similar issues can find it too. Have a great day ahead!

Cheers,

Melanie | Docusign Community Moderator