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How do I get any support at all? I Can't Open a Case Due to a Bug with the Open Case Button (Phone support redirects to buggy support page)

  • December 17, 2024
  • 2 replies
  • 57 views
E
Newcomer
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I’m trying to complete a simple task, but have found myself inside the novel Catch-22.

All I need to do is access my Docusign invoices. I thought it would be straightforward. I followed Docusign’s guide on how to do this, and the guide stated that if the invoices are not visible for me (as they were not) then I need to contact support by opening a case.

When I try to open a case the ‘open new case’ button briefly flashes up as the page loads and then disappears and is not therefore not clickable. I have tried this on Chrome, Firefox and Mobile with no luck.

I then tried their phone support which just provides an automated message telling me to open a case. Are DocuSign trolling me?

Can anyone make any suggestions about how I can get support or do I just delete my account and use a better alternative in future?

Thanks in advance.

Ed

2 replies

Hengfeng Ge
Rising Star
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  • Hengfeng GeRising Star
  • Rising Star
  • 514 replies
  • December 17, 2024

what's the edition plan of your account? the call for support is not available is some edition plan. As the open case document told the customer still can open a case with support team without an Docusign account.

https://support.docusign.com/s/articles/How-Do-I-Open-a-Case-in-the-DocuSign-Support-Center?language=en_US#WhatIfCantLogIn

What if I can't log into the Docusign Support Center to access my account or view past invoices?

You can reset your password on the login page by selecting Forgot password. If you still cannot log in after you try to reset your password, visit the More support options section on the Get Support page. Select your product and fill out the corm to contact support. 

Is it working for you?

 

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A
Community Moderator
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  • Alejandro.RamosCommunity Moderator
  • Community Moderator
  • 2070 replies
  • January 3, 2025

​Hi ​@edmundop,

 

I hope you are doing well.

I would like to confirm if the suggested solution answers your question?           

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.

 

Best regards,   

 

Alejandro R. | Docusign Community Moderator   

"Select as Best" below if you find the answer a valid solution to your issue!   

 

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