*unable to open case by following the prompts

Hi ​@VikiM !
I’m sorry to hear that you can’t open a ticket normally. Could you please tell me what is the error when you try to open a case?

In this meaning time, to create a support ticket without using your user login, please follow this instruction below:

1. Access: https://support.docusign.com/s/contactSupport?language=en_US
2. Scroll down until “More Support Options”
3. Open the option “I can’t access my account”
4. Choose your product (most all cases are “eSignature”)
5. Fill out the form with your information (shown below). A case will be created and you’ll be contacted by a customer support member.

This is also happening to me.

The Docusign bot is failing me. The bot will not connect me to a live agent. The module keeps taking me in circles. It wants me to open a new case. The Docusign support page will NOT allow me to open a new case despite being a paid member. There is a glitch with their system. It shows me past cases, but there is no opportunity to open a new case. 

There is no “More Support Options” anywhere on the linked page you provided. 

Do you mean “MORE” and Support Plans, etc.?

1. Access: https://support.docusign.com/s/contactSupport?language=en_US
2. Scroll down until “More Support Options”
3. Open the option “I can’t access my account”
4. Choose your product (most all cases are “eSignature”)
5. Fill out the form with your information (shown below). A case will be created and you’ll be contacted by a customer support member.

 

Hi ​@c2wjones !

This option is not available to you because you are already logged into the Support Portal (I can affirm it because your name is already displayed in the top right corner of your screenshot). In this case, according to this article, Docusign is fully digitizing our support process. Check out the article Important Changes to Docusign Support for more information.

To access the option I mentioned before, the user must not be logged into the support platform.

Thank you for explaining.

I was able to open a ticket after all, and received an e-mail with instructions on how to correct an already sent out envelope. I responded to the email stating that I followed the instructions, but the system won’t allow me to save the corrections because I have 0 sends left. My reset date is every 24th . I have not sent any envelopes starting 1/24/25. Previously, I have been able to call it in and they would re-instate the envelopes during the phone call. Now, it takes days of back and forth with no resolution.

If you’re able to look into it and assist the case # is 14870360

Hi ​@VikiM !
Unfortunately, I can’t help you directly in this case because I’m not part of Docusign Customer Support team, however, I just escalated your case internally. I hope you can solve this issue as soon as possible! Let me know if you still need help in a couple of days!

Thank you for your reply. That’s peculiar because the instructions from both the bot chat and the instructional videos from Docusign clearly all insist on signing in first. 

Secondly, I have tried every pathwty imaginable, and the site will still not let one get around signing in. Here are my steps on order:

Finally, I think the problem is elsewhere. Docusign thinks I have a free account when in fact I have a paid account. I have sent emaills to the support team (who have still not responded) and this is why the blue “Open a new case” tab immediate disappears when I go to Manage Case (as the instructional videos show to do). And I don’t know what they mean by “mobile” account either. I registered and conduct most of my business on a desktop computer. But they are mistaken. I have a paid account. My Account ID #19062389. 

I understand now. I have been up all night trying to get this remedied and I didn’t read your words properly. I have tried for the last hour to delete my response above. This (my previous reply) refers to the general method, not your specified method. I will give this a try.

However, the root problem is probably that Docusign is not recognizing my paid account. Docusign thinks I have a free account when in fact I have a paid account. I have sent emaills to the support team (who have still not responded) and this is why the blue “Open a new case” tab immediate disappears when I go to Manage Case (as the instructional videos show to do). And I don’t know what they mean by “mobile” account either. I registered and conduct most of my business on a desktop computer. But they are mistaken. I have a paid account. My Account ID #19062389. 

(I will keep trying to delete my previous post. Online articles say it can be done, but am not seeing that option.)

Hi ​@c2wjones !

I found a case under your name (14884269) and I just escalated it. Soon a customer support member will reach out to you!

Thank you so kindly.

Hello ​@VikiM ,

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Best regards,
Marco Paulo | Docusign Community Moderator