Customer Support Options Do Not Work Despite Being Paid Account

Forum|Forum|6 months ago
February 9, 2026
5 replies
162 views

I am beyond frustrated with your company. I a brand new customer who just paid for a year and cannot get the chat to work, or even open a case. None of your support functions are working. I have already gone through the only troubleshooting steps I could find. Either you contact me and resolve this or I’m canceling and getting a refund. You will have had my business for less than 24 hours. This is unprofessional and looks very bad. When I pay for a service, it takes my money, marks me as paid, but keeps all the buttons grayed out saying they are for paid accounts only, and your chat button (the only ungrayed one) doesn’t work no matter what I do or which browser I use or even your app, this is unacceptable. Please reach out to me or provide a contact phone number where I can read a live agent.

M

Ma.Cubio

Community Moderator

Hello @Caitsidhe
Thank you for reaching out, and welcome to the Docusign Community! Apologies for the difficulty you’ve had reaching customer support. Your frustration is completely understandable. We’re here to help you work through this and move forward.
To confirm, is the email address you’re using here in the community the same one linked to the DocuSign account you’re having issues with? If it is, please try logging out and then logging back in, and then attempt to open a support case or request a callback: How can I request a phone call from Docusign Support?
If you prefer using the chat option and it’s still not working, please try performing the steps in this guide: Basic troubleshooting steps for common Docusign issues
Let me know how things go. If none of these steps resolve the issue, please update me here, and I’ll help you determine the next steps.

Sincerely,

Ma. Cassandra | Docusign Community Moderator

If this helped, feel free to Like and click "Best Answer"

C

Caitsidhe

Author

New Voice

I did as you stated and the problem is the same. Your chat button is not grayed out but it doesn’t do anything. Your other buttons are grayed out. It won’t let me create case. Again, I expect to be contacted directly and this resolved today or I am cancelling and getting a refund. This is unacceptable.

C

Caitsidhe

Author

New Voice

And yes, the email is the same. I cannot request a callback because that button is grayed out.

M

Ma.Cubio

Community Moderator

Hi @Caitsidhe
I’m sorry to hear the issue persists even after you've performed some troubleshooting steps. I also understand that you would like to have someone to call back to assist you.
I sent you a private message. Please send me the details we need to help you further. Thank you.

Sincerely,

Ma. Cassandra | Docusign Community Moderator

M

Ma.Cubio

Community Moderator

Hello @Caitsidhe

How are you? I'm checking in to see if you still need help. If yes, please reply here with more context, or confirm if the issue has been resolved.

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

Sincerely,

Ma. Cassandra | Docusign Community Moderator

If this helped, feel free to Like👍and click "Best Answer."

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