Skip to main content
arrow-left Back to Docusign.com
Solved

Unable to Log In Error (Customer Support)

  • March 24, 2025
  • 9 replies
  • 223 views
J
New Voice
Forum|alt.badge.img+1

Is anybody able to get past the log in error loop? I was unable for several months, then I was shocked to learn that I could create a case about two weeks ago! I emailed back and forth with an actual person but now they have closed my case before it was finished. I am back in the login in error loop: 

Unable to log in.
If this is your first login attempt after purchasing a DocuSign plan, allow 15 minutes for account creation before accessing your account.
For all other log in scenarios,  contact DocuSign Support  for assistance.

“contact DocuSign Support” is a hyperlink, then I get stuck in the loop again. I have no idea how I was able to get past it last time. I am unable to recreate that access. I have had my account for several years.

I’m thinking of opening a case with the Better Business Bureau. I see that several others have opened similar cases but a solution has never been offered.

Best answer by Melanie.Panguito

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. Additionally, you may send me a private message with the case number so I can check the latest update before it was closed. Here are the steps and different options to reach out for support:

How do I contact Docusign Customer Support?

Important Changes to Docusign Support

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.

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

 

Best regards,

Melanie | Docusign Community Moderator

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

 

9 replies

M
Community Moderator
Forum|alt.badge.img+15
  • Melanie.PanguitoCommunity Moderator
  • Community Moderator
  • Answer
  • March 24, 2025

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. Additionally, you may send me a private message with the case number so I can check the latest update before it was closed. Here are the steps and different options to reach out for support:

How do I contact Docusign Customer Support?

Important Changes to Docusign Support

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.

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

 

Best regards,

Melanie | Docusign Community Moderator

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

 

M
Community Moderator
Forum|alt.badge.img+15

Hello ​@JPSch,

I hope you are doing well. I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

 

Best regards,

Melanie | Docusign Community Moderator

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

J
New Voice
Forum|alt.badge.img+1
  • Jane888888New Voice
  • New Voice
  • April 28, 2025

I have the exact same problem as this user and paid for a Docusign account JUST so that I could have access to support because an envelope in my trial is having problems. Now that I’ve paid for an account, I STILL can’t log in.

I’ve already tried every single one of the solutions proposed by Melanie above. None of the proposed troubleshooting solutions work. The “workaround” just takes me back to the same support site that I can’t log into. 

Swindle me out of my money and provide a service that is nonexistent. The last time I contacted support over the contact form it took four days to get a reply, which didn’t even solve the issue. Trying one last time here before I dispute the Docusign charge with my credit card and file a complaint with the Better Business Bureau and the Consumer Protection Board. This is absolutely absurd.

P
New Voice
Forum|alt.badge.img+1
  • pkoNew Voice
  • New Voice
  • April 28, 2025

I have this exact same problem. Although I can get into my “regular” DocuSign account but I’m not able to log a ticket. Went through all of the back end troubleshooting you list, and none of it works. I filled out that form from the above (thanks for that link) but no email acknowledgement of receipt of that support request. I need to submit a ticket because I need a back end change to unblock my use of the product I paid for. Not sure what to do next.

P
New Voice
Forum|alt.badge.img+1
  • pkoNew Voice
  • New Voice
  • April 28, 2025

Jane, I ended up working around my problem by making a copy of my envelope. It was an envelope that I created while in the trial mode, and then when I upgraded it didn't work well. So after upgrading I copied the envelope I had made before, and now it seems to work okay.

 

M
Community Moderator
Forum|alt.badge.img+15

Hello ​@Jane888888,

I apologize for the frustration the issue is causing you. Rest assured I am committed to providing my best effort to help. To confirm, you have two issues:

  • Issue with an envelope
  • You get an error message when creating or managing your cases from the Customer Support site

Please provide more context on the issue with the envelope. Also, please send me a private message with your name, account number, email address linked to the account, and case number. I'll check the status of your case and follow up to address both issues. Thank you!

 

Best regards,

Melanie | Docusign Community Moderator

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

M
Community Moderator
Forum|alt.badge.img+15

Hello ​@pko,

We appreciate your patience and are glad to hear that your issue with the envelope is resolved. Regarding creating or managing case issues, may you please send me a private message with your name, account number, and email address linked to the account. Thank you!

Article: Where do I find my Docusign account number?

 

Best regards,

Melanie | Docusign Community Moderator

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

P
New Voice
Forum|alt.badge.img+1
  • pkoNew Voice
  • New Voice
  • April 29, 2025

For anyone else who is having similar issues, here’s the latest:

  • Melanie is great and is giving tips via private messages. Much appreciated. Nothing has worked so far, but I appreciate the effort. 
  • I’m now ALSO not able to log into the website proper. So not just to submit tickets, but also to use the product itself.
  • I put in a few requests through the web form (since I can’t open tickets) but looks like response time to each message is about 24 hours.
  • I have a signing today which I’ll be unable to do with DocuSign, so will do it using a different product. It’s a pity because I spent several hours yesterday preparing my documents.

Dear DocuSIgn, it’s one thing if your “I have a question on how to use X feature” response is a day. Not great, but I can live with it. But “completely unable to log in as an admin, totally locked out,” well there needs to be some quicker escalation path for that. Remember, I’m just asking to log into a product I paid for. Pretty basic, yes?

P
New Voice
Forum|alt.badge.img+1
  • pkoNew Voice
  • New Voice
  • April 30, 2025

OK, so perhaps a fitting resolution here. I received a baffling email saying I violated the Terms and Conditions, but not stating how.

Basically I uploaded a lease agreement and set it up for online signing. Spent several hours working around issues. Also asked that they fix the things so I could post tickets.

Then this. OK, I get it.

Code of ConductAccessibility statement

Docusign Community

Code of Conduct