Cannot open a support case for enabling SMS — dev account login rejected everywhere

Question

Hi DocuSign team,I'm stuck in a loop trying to enable SMS and WhatsApp delivery on my developer sandbox account. I've been advised to open a support case, but support.docusign.com won't authenticate me. What I need:  Enable SMS and WhatsApp delivery on account 7ba44489-edcb-4415-9dd9-3632e018480c.What I've tried:  1. Viewed a post on this community with the same request. The reply     redirected me to open a support case.  2. https://support.docusign.com → Log in     - Tried "eSignature and IAM Applications" category → password       rejected every attempt (same credentials that work on       apps-d.docusign.com and developers.docusign.com).     - Tried "Docusign Partner" category → same rejection.  3. Attempted to sign in at developers.docusign.com and navigate     to a support form from there — no developer-specific case     portal is exposed after login.Could you either:  (a) Open an internal case on my behalf for the account above and      route it to the engineer who enables SMS/WhatsApp delivery, OR  (b) Provide the correct support.docusign.com login category for      a developer/demo account holder. Context on why I need SMS delivery (in case it affects routing):I'm building an integration for a personal-injury law firm. Manyclients are infrequent email users, so the retainer signing linkmust be deliverable over SMS. The API error I'm blocked on:    ACCOUNT_LACKS_PERMISSIONS    Account lacks permission to send Envelopes over SMS.

Troy.Winterbottom · Answer

Hi Luka,To be able to create a support case, you need to have a production Docusign account.The support center will redirect you to login to your production account.Users on apaidaccountcan open a support case in the Docusign Support Center. To begin:Log into theDocusign Support Center.More information here:https://support.docusign.com/s/articles/How-Do-I-Open-a-Case-in-the-DocuSign-Support-Center?language=en_USMore information here:https://www.docusign.com/blog/developers/self-service-api-support-for-free-tier-developersIf you only have a demo/developer account, you can start a chat here:https://support.docusign.com/s/contactSupport?language=en_USto look at getting this feature enabled for you.

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