Unable to Log In Error (Customer Support)

Hello ​@JPSch,

Thank you for reaching out, and 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 understand the issue you are experiencing with the login error loop on DocuSign can be frustrating. I sincerely apologize and rest assured that I will make efforts to help.

To clarify, are you unable to log into DocuSign at all (Log in Link: Docusign Login - Enter email to start sign in), or is the issue occurring after you have logged in while trying to access or manage cases on the DocuSign Support page? May you kindly perform the troubleshooting steps outlined below:

• Log in directly to the Docusign Support Center by clicking Continue beneath the product you need support for (eSignature) > Manage Cases. More information on how to open / manage support case here: Open a case in the Docusign Support Center
• If you can log in to your DocuSign account, navigate to My Preferences > General > Click "Select as Default" twice. Go to the Support Center ( Link: Get Support ) > Manage Cases.
• Check if the browser needs to be updated.
• Clear history and cache/cookies and set it to "All time."
• Try a different browser(s).
• Try to use Incognito. 
• Try a different device.

If the issue persists, it is recommended that a technical expert conduct a more thorough investigation. Organizing a screen-sharing session would be beneficial, as this would enable the expert to collect logs and pinpoint any possible backend problems. Please create a support case so that DocuSign support can review and assist you with both your login loop and the reason for the closure of the previous case. Additionally, you may send me a private message with the case number so I can check the latest update before it was closed.

 As a workaround, you can create a case without logging into your account by using the section found at the bottom of this page:: https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

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Best regards,

Melanie | Docusign Community Moderator

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