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I can't access the support chat. There is no link behind the button on the support page

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I need to contact the support because the signing process of one of my files does not work.
When I try to access the support chat here, nothing happens when pressing the button.

There is also no html behind the button I could copy to another browser.

It’s not working in Chrome (incognito & normal mode), Firefox, Safari

I also can not access any other type of support since I’m not a paying member.

I also can’t log in to the support page, because first I’d need to open a chat - which is not working.

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M

Marr-Munning

Newcomer

I’m having the same issue. Can’t resolve using different browsers, reduced protections and private browsing. Could someone contact me to help?

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M

Maciej Duszyński

Newcomer

Hello,

I’m experiencing the same issue, and it is still happening as of October 20, 2026.

The DocuSign Live Chat form resets and clears all fields immediately after clicking CONTINUE. No chat session starts.

I’ve tested Chrome, Safari, Brave and Incognito mode. The issue persists across all browsers.

I have created a DocuSign account, but I still cannot reach customer support.

Could a DocuSign moderator please contact me privately or help escalate this issue? I need assistance with an important document and cannot access any support channel.

Thank you.
Maciej

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J

Jenny.Martin

Community Moderator

Hello @Maciej Duszyński,

Thanks for reaching out to the Docusign Community!

Were you using the English version of the Docusign Support Center? If not, could you please switch the language to English, refresh the page, and try Chat with us again or use the Live Chat option at the lower right of the page? Please also make sure cookies are enabled in your browser.

You can also share more details about the specific issue you’re running into. That way, we can see if we might be able to help you directly from here as well.

Best Regards,

Jenny | Docusign Community Moderator

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M

Maciej Duszyński

Newcomer

Hello Jenny,

Thank you for your response.

I am using the English version of the DocuSign Support Center, and cookies are enabled.

There are two separate issues:

The “Live Chat” button in the bottom-right corner, which you highlighted in your screenshot, is completely missing from my page.
The alternative “Chat with us” button is visible, but it does not work. The chat form resets and clears all fields after clicking CONTINUE, without starting a conversation.

I have tested Chrome, Safari, Brave, and private browsing, with identical results.

I have attached screenshots showing the missing Live Chat button.

Since all available chat options have failed, could you please escalate my request or arrange for a support representative to contact me privately?

I need assistance recovering a document from an expired and voided DocuSign envelope. I am the original recipient, and even an unsigned PDF copy would be sufficient.

For confidentiality reasons, I would like to resolve this without contacting or notifying the original sender.

I can provide the envelope ID and all relevant details privately.

Thank you for your assistance.

Maciej

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J

Jenny.Martin

Community Moderator

Hello @Maciej,

Thank you for providing these additional details. We understand how frustrating it must be to encounter these issues when trying to access support.

Regarding the document you're trying to recover, unfortunately, a voided envelope cannot be restored or recovered, even with assistance from Support. You may need to contact the original sender to request a copy of the document.

We understand that you'd prefer not to involve the sender, but we're unable to retrieve the document from the voided envelope.

We understand this may not be the outcome you were hoping for, and we appreciate your understanding

Best Regards,
Jenny | DocuSign Community Moderator

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F

fibeehall

Newcomer

The chatbot is still not working. I need support asap, I have been charged for a service even though I have a free account. Please can someone give me an email address to use to contact support. This is ridiculous it’s still not working after being highlighted 9 months ago.

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J

Jenny.Martin

Community Moderator

Hello @fibeehall,

Thanks for reaching out to the Docusign Community! We’re sorry to hear about the unexpected charge. I understand how concerning it must be since you are on a free account.

To look into this further, can you please send me a private message with the following information?

Account Name:

Email address associated to your account:

Account Number:

I look forward to your reply.

Best Regards,

Jenny | Docusign Community Moderator

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