unable to create a support case

Forum|Forum|1 year ago
February 10, 2025
12 replies
244 views

Is there anyone out there to help with contacting docusign support?

I'm unable to open the case by following the promise and need immediate assistance with my account. Who can help?

You don't even have a chat option anymore....

Best answer by Vinicius.Rodrigues

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:

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

Show previous replies

c2wjones

Active Voice

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. 🙏

M

marco.tanglao

Docusign Employee

Hello @VikiM ,

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,
Marco Paulo | Docusign Community Moderator

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