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How does one get support when there is no NEW CASE option under MANAGE CASES?

  • December 27, 2024
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How does one get support when there is no NEW CASE option under MANAGE CASES?

Best answer by PatrickV

Hello Alexandre,

Thank you for your prompt response. I am using Chrome Incognito and never had a problem until yesterday. I am not a tech person; however I am a regular DocuSign user.

There were two issues at hand:

  1. Recipient is not receiving emails from DocuSign. The problem is probably on the Recipient side (he might be forwarding his emails because this is Holiday Season). I was hoping that DocuSign Support would be able to diagnose the problem by tracing the email. The Recipient requested a PDF that he will probably sign using Adobe. That problem will be resolved soon.
  2. I just found the solution to the second issue. When I select GET SUPPPORT / OPEN A CASE / MANAGE CASES the default if a free personal DocuSign account for which there is no support available. However, there is a pull down menu that allows me to select the paid DocuSign business account for which NEW CASE is available. This matter is also resolved.

Thanks again and Happy Holidays.

Best,

PatrickV

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  • PatrickVNewcomer
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  • December 27, 2024

I sent an envelope from ROOMS for eSignature. The recipient has not received the document. I resent the envelope yesterday afternoon (U.S. eastern) and again this Friday morning. The recipient (who has DocuSigned other documents in the past) is not getting any email from DocuSign. He checked the spam folder. Nothing there. I tried to open a case to get support. There is no NEW CASE option under MANAGE CASES. Is DocuSign having server issues?

Alexandre.Augusto
Docusign Employee
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Hello, ​@PatrickV 

 

Try to use another browser and use an Incognito window, perhaps something in your browser’s cache.

 

Bes,

Alexandre

Your feedback is very appreciated! You can give a Like and mark this answer as the "Best Answer" for your issue. DocuSign University http://dsucustomers.docusign.com
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  • PatrickVNewcomer
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  • December 27, 2024

Hello Alexandre,

Thank you for your prompt response. I am using Chrome Incognito and never had a problem until yesterday. I am not a tech person; however I am a regular DocuSign user.

There were two issues at hand:

  1. Recipient is not receiving emails from DocuSign. The problem is probably on the Recipient side (he might be forwarding his emails because this is Holiday Season). I was hoping that DocuSign Support would be able to diagnose the problem by tracing the email. The Recipient requested a PDF that he will probably sign using Adobe. That problem will be resolved soon.
  2. I just found the solution to the second issue. When I select GET SUPPPORT / OPEN A CASE / MANAGE CASES the default if a free personal DocuSign account for which there is no support available. However, there is a pull down menu that allows me to select the paid DocuSign business account for which NEW CASE is available. This matter is also resolved.

Thanks again and Happy Holidays.

Best,

PatrickV

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