Need to cancel a subscription, no login access (account linked to former employee)

Hi ​@MK683753! Sorry to see you go 🥲 but completely understand the need to do what’s best for your business.

Since you don't have login access, the fastest way to resolve this will be to go to the Get Support page and use the live chat option (chat icon in the lower-right corner). Say “connect with a live agent” and you should be able to reach a support representative. They have a process for verifying account ownership via billing details when the account holder can't log in.

I hope this helps! Let me know if you have any issues and I can reach out to support for you, although it won’t be resolved as quickly as through the support chat.

Hi ​@emily.cook,
Many thanks for the reply!
I have already tried the live chat, but it isn’t working for me. I can only see an option to Start a Chat > Chat with us on the Get Support page, but when I click on ‘chat with us’, nothing happens.
I would therefore be very grateful if you could please reach out to support for me so we can get this resolved.
Kind regards,

Hi ​@MK683753 

There are a few things that might be the issue, sorry to kick it back to you but I just want to make sure you’re getting this solved as quickly as possible. Also, if there is a genuine bug, then I’ll need to submit something for that as well.

Try these first and then tell me if you’re still having the issue:

• Accept all cookies on the page. Since you’re in the UK, the chat widget may not load until you've accepted cookies due to UK/EU privacy settings. Look for a cookie consent banner and make sure you've clicked "Accept All" or equivalent. If you don’t see the consent banner, this support article shows you how to accept cookies on your browser.

• Try during UK business hours. The live chat is staffed Mon–Fri, 9am–5pm GMT. If you're trying outside those hours, the widget may not respond.

• Try in an incognito/private browser window. This disables any extensions or ad blockers that might be blocking the chat script from loading.

• Try a different browser. There may be a browser setting configured that is stopping the chat window from popping up.

Let me know if that works! If not, someone from our moderation team will jump in to help with support.

Hi ​@emily.cook,
Thanks for following up and the suggestions.
Cookies were already accepted in Chrome. It was the incognito browser window that did the trick for me.
I was able to then get through to someone on live chat, who initially struggled to locate the account (not sure why) but managed to eventually. Cancellation is now in progress.
Many thanks for your help.
Kind regards,

Hello ​@MK683753,

Thank you for letting us know! We are glad that you were able to connect with our support representatives to help with your concern. 
It is also incredibly helpful to know that the incognito window resolved the issue. We will certainly share this workaround with other users facing similar difficulties.

In case you have any further questions about your case or need clarification, don’t hesitate to ask. We’re here to help!

Best Regards,
Luke | Docusign Community Moderator