How do I open a case in the DocuSign Support Center?

For help with a DocuSign product, follow the instructions in this article to open a support case. First, find the product you want help with listed below, then click the language appropriate for you and follow the instructions. Also in this article, you will find help if you have trouble logging into the DocuSign Support Center and guidance for following up on your case.

For eSignature, Rooms or CLM

For Protect & Sign, CLM.CM,Insight & Analyzer, Signature Appliance (DSA) and HSM

What if I can't log in to the DocuSign Support Center?

How do I communicate with DocuSign Support about my case?

 

English

How to open a support case for eSignature, Rooms or CLM

Start here: Get Support

  1. Click Open a Support Case at the top of the page.
  2. Click the Continue button under eSignature, Rooms and CLM.
    Note: If you're a DoD customer, please click on DoD Customer Login.
  3. Log in using your Product credentials (email and password)
    • Note: The DocuSign Support Center requires login credentials for a Production account. The account can be a Trial account, but it must be in a Production environment (not a Demo or Sandbox environment).
    • If you cannot log in, click What if I can't log into the DocuSign Support Center?
  4. Choose a Case Subject.
    select a case subject
    Note: If you have multiple DocuSign accounts, a pop up will appear. First select an account to continue.
  5. Click into any of the resources under Need Answers Fast? that address your issue.
  6. Click the Add Case Details button.
  7. If you have multiple DocuSign accounts, with the same email and password combination, click your profile image and use the My Accounts drop down to select the account you wish to submit a case for.
  8. Complete the case form.
    • Required fields are noted with a red asterisk(*).
    • You can add one attachment with the Add Attachment button.
    • You can add additional attachments after the case is opened.

    Note: The option to request a callback is not available for all Support Categories. Listed below are Categories for which callback can't be offered:

    • Account Billing, Terms & Conditions
    • Insight & Analyzer
    • Notary
    • DocuSign University
    • Signature Appliance (DSA)
    • HSM
    • Some sub categories under Integration, API, Development category

     

  9. Click Submit Case.
  10. Your case is Open and you will receive an email which includes a link to your case.
    • If you chose to request a callback, a Support Expert will call you as soon as possilble.
    • If you chose your email address as your preferred method of contact, you can reply directly to this email.
    • If you chose the Online Support Center as your preferred method of contact, you will receive an email from "DocuSign (do not reply)". Do not reply to this email. Log into DocuSign Support Center, where you can add comments to your case.

Understanding Case Status:

  • Open - The case is being reviewed by a Support Expert.
  • My Action Required - The case requires information from you.
  • Pending - A Support Expert has provided you with a solution. A case in Pending status for ten days without an update will automatically close. If you add a new comment to the case, or respond to an email from a Customer Support Expert about the case, the status will change back to Open. Note: Adding attachments and managing case watchers will not update the status of the case.
  • Closed - No further action can be taken on the case and it cannot be changed by you or the Support Expert. When a case closes, you will receive an email stating it's closed. If your case is closed, but you are still encountering the issue you reported in that case, open a new case and add a comment that includes the Case Number of the closed case. You can view all your cases and their case numbers on the My Cases page.

French, German, Brazilian Portuguese, Japanese

How to open a support case for eSignature, Rooms or CLM

Start here: Get Support

  1. Click Open a Support Case at the top of the page.
  2. If applicable, click the Continue button under eSignature, Rooms and CLM.
    Note: If you're a DoD customer, please click on DoD Customer Login.
  3. Log in using your Product credentials (email and password).
    • Note: The DocuSign Support Center requires login credentials for a Production account. The account can be a Trial account, but it must be in a Production environment (not a Demo or Sandbox environment).
    • If you cannot log in, click What if I can't log into the DocuSign Support Center?
  4. If you have multiple DocuSign accounts, with the same email and password combination, click your profile image and use the My Accounts drop down to select the account you wish to submit a case for.
  5. Choose a Category and Sub-Category for your issue.
  6. Complete the case form.
    • Required fields are noted with a red asterisk (*).

    Note: The option to request a callback is not available for all Support Categories. Listed below are Categories for which callback can't be offered:

    • Account Billing, Terms & Conditions
    • Insight & Analyzer
    • Notary
    • DocuSign University
    • Signature Appliance (DSA)
    • HSM
    • Some sub categories under Integration, API, Development category

     

  7. Click Submit Case.
  8. Your case is Open and will be reviewed by a Support Expert. You will receive an email which includes a link to your case.
    • If you chose to request a callback, a Support Expert will call you as soon as possilble.
    • If you chose your email address as your preferred method of contact, you can reply directly to this email.
    • If you chose the Online Support Center as your preferred method of contact, you will receive an email from "DocuSign (do not reply)". Do not reply to this email. Log into DocuSign Support Center, where you can add comments to your case.

Understanding Case Status:

  • Open - The case is being reviewed by a Support Expert.
  • My Action Required - The case requires information from you.
  • Pending - A Support Expert has provided you with a solution. A case in Pending status for ten days without an update will automatically close. If you add a new comment to the case, or respond to an email from a Customer Support Expert about the case, the status will change back to Open. Note: Adding attachments and managing case watchers will not update the status of the case.
  • Closed - No further action can be taken on the case and it cannot be changed by you or the Support Expert. When a case closes, you will receive an email stating it's closed. If your case is closed, but you are still encountering the issue you reported in that case, open a new case and add a comment that includes the Case Number of the closed case. You can view all your cases and their case numbers on the My Cases page.

English, French

How to open a support case for Protect & Sign, CLM.CM, Insight & Analyzer (Seal),Signature Appliance (DSA), and HSM

Start here: Get Support

  1. Click Open a Support Case at the top of the page.
  2. Click Continue under Protect & Sign, CLM.CM, Insight & Analyzer (Seal), and DSA (CoSign) & HSM. Note: Support for Insight & Analyzer is only available in English.
  3. Log in using your DocuSign Support Center credentials (email and password).
  4. Click your profile image and click the Manage Cases button on the drop down.
  5. Click the New Case button.
  6. Choose a Category and Sub-Category for your issue.
  7. Complete the case form.
    • Required fields are noted with a red asterisk (*).

    Note: The option to request a callback is not available for all Support Categories. Listed below are Categories for which callback can't be offered:

    • Account Billing, Terms & Conditions
    • Insight & Analyzer
    • Notary
    • DocuSign University
    • Signature Appliance (DSA)
    • HSM
    • Some sub categories under Integration, API, Development category

     

  8. Click Submit Case.
  9. Your case is Open and will be reviewed by a Support Expert. You will receive an email which includes a link to your case.
    • If you chose to request a callback, a Support Expert will call you as soon as possilble.
    • If you chose your email address as your preferred method of contact, you can reply directly to this email.
    • If you chose the Online Support Center as your preferred method of contact, you will receive an email from "DocuSign (do not reply)". Do not reply to this email. Log into DocuSign Support Center, where you can add comments to your case.

Spanish

How to open a support case for eSignature, Rooms or CLM

DocuSign provides Customer Support in Spanish via the Spanish Contact Support page. This includes the option to request a call during available hours (05:00 to 17:00 PST / PDT). If Spanish is your preferred language to communicate with Customer Support, please visit our Spanish Contact Support page for information in Spanish on how to create a case and request a call.

Understanding Case Status:

  • Open - The case is being reviewed by a Support Expert.
  • My Action Required - The case requires information from you.
  • Pending - A Support Expert has provided you with a solution. A case in Pending status for ten days without an update will automatically close. If you add a new comment to the case, or respond to an email from a Customer Support Expert about the case, the status will change back to Open.
    Note: Adding attachments and managing case watchers will not update the status of the case.
  • Closed - No further action can be taken on the case and it cannot be changed by you or the Support Expert. When a case closes, you will receive an email stating it's closed. If your case is closed, but you are still encountering the issue you reported in that case, open a new case and add a comment that includes the Case Number of the closed case. You can view all your cases and their case numbers on the My Cases page.

What if I can't log into the DocuSign Support Center?

English

You can reset your password on the login page. If you still cannot log in after you attempt to reset your password, click one of the links below and complete the webform for your product.

You can also find these webforms in the More Support Options section on the Get Support page.

French

You can reset your password on the login page. If you still cannot log in after you attempt to reset your password, go to Get Support and click on I can't reset my password or I don't have an account in the More Support Options section. Fill out and submit this webform. For login issues with CLM.CM, fill out the webform for CLM.CM only in the More Support Options section.

German

You can reset your password on the login page. If you still cannot log in after you attempt to reset your password, go to Get Support and click on I can't reset my password or I don't have an account in the More Support Options section. Fill out and submit this webform. For login issues with CLM.CM, fill out the webform for CLM.CM only in the More Support Options section.

Brazilian Portuguese

You can reset your password on the login page. If you still cannot log in after you attempt to reset your password, go to Get Support and click on I can't reset my password or I don't have an account in the More Support Options section. Fill out and submit this webform.

Japanese

You can reset your password on the login page. If you still cannot log in after you attempt to reset your password, go to Get Support ​​​​​and click on I can't reset my password or I don't have an account in the More Support Options section. Fill out and submit this webform.

English

How do I communicate with DocuSign Support about my case?

  1. Log into the DocuSign Support Center.
  2. Click Manage Cases under your profile image.
  3. For all DocuSign products, if you chose the Online Support Center as your preferred method of contact, click on your case and add a message in the Comments field.
  4. For all DocuSign products, if you chose your email address as your preferred method of contact, you can reply to the first email you receive from Customer Support or the most recent email you receive from a Customer Support Expert.
  5. For eSignature, Rooms, CLM and CLM.CM (when CLM is the Category chosen) if you chose Phone call as your preferred method of contact during case creation, a Support Expert will call you as soon as possible. If you want to request a call for an already existent case, on the My Cases page, next to the support case that needs attention, you can choose Phone-Request Callback from the Live Support drop down at any time until the case is closed.

    Note: The option to request a callback is not available for all Support Categories. Listed below are Categories for which callback can't be offered:

    • Account Billing, Terms & Conditions
    • Insight & Analyzer
    • Notary
    • DocuSign University
    • Signature Appliance (DSA)
    • HSM
    • Some sub categories under Integration, API, Development category

     

  6. For all DocuSign products, you can click Manage Watchers and add watchers who can view your case progress on the DocuSign Support portal.

French, German, Brazilian Portuguese, Japanese

How do I communicate with DocuSign Support about my case?

  1. Log into the DocuSign Support Center.
  2. Click Manage Cases under your profile image.
  3. If you chose the Online Support Center as your preferred method of contact, click on your case and add a message in the Comments field.
  4. If you chose your email address as your preferred method of contact, you can reply to the first email you receive from Customer Support or the most recent email you receive from a Customer Support Expert.
  5. For eSignature, Rooms, CLM and CLM.CM (when CLM is the Category chosen), if you chose Phone call as your preferred method of contact during case creation, a Support Expert will call you as soon as possible. If you want to request a call for an already existent case, on the My Cases page, next to the support case that needs attention, you can choose Phone-Request Callback from the Live Support drop down at any time until the case is closed.

    Note: The option to request a callback is not available for all Support Categories. Listed below are Categories for which callback can't be offered:

    • Account Billing, Terms & Conditions
    • Insight & Analyzer
    • Notary
    • DocuSign University
    • Signature Appliance (DSA)
    • HSM
    • Some sub categories under Integration, API, Development category

     

  6. You can click Manage Watchers and add watchers who can view your case progress on the DocuSign Support portal.

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