Question regarding Docusign process(authentication?)

I attempted to sign the document using Docusign, but the signature process was not completed well.

To provide detailed information about the situation, I have arranged screenshots as follows.

I also asked the company's Service team, but I only received the following response.

“Please be advised that as per Access team you have DocuSign access”

Is there a solution to this problem? 

1. I selected the signing reason and clicked ‘sign’ button

2. click continue button

3. A new popup appears and Input email address and password

4. A new popup appears and then click close

5. Despite clicking "close" at step 4, authentication is still in progress. Click ‘x’ or ‘cancel’ button

6. Repeat the sign process

Thank you.