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

For eSignature, Rooms or CLM

For Protect & Sign, CLM.CM and Insight & Analyzer

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.


 

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.

 
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. 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. 
     
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 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 five 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: Contact Support

1. Click Create a Ticket in the Online box. 

2. 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?  

3. 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. 

4. Choose a Category and Sub-Category for your issue. 

5. Complete the case form.
  • Required fields are noted with a red asterisk (*).


6. Click Submit Case


7. Your 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 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 five 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 and Insight & Analyzer (Seal)

Start here: Get Support

1. Click Log In in the upper right corner of the page. 

2. Click Continue under Protect & Sign, CLM.CM and Insight & Analyzer (Seal). 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 (*).


8. Click Submit Case


9. Your 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 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 five 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, click Fill Out this Form and complete the webform. You can also find this webform on the Contact Support page. 

German

You can reset your password on the login page. If you still cannot log in after you attempt to reset your password, click Please Fill In This Form and complete the webform. You can also find this webform on the Contact Support page.

Brazilian Portuguese

You can reset your password on the login page. If you still cannot log in after you attempt to reset your password, click Need Help Resetting Your Password? and complete the webform. You can also find this form on the Contact Support page. 

Japanese

You can reset your password on the login page. If you still cannot log in after you attempt to reset your password, click Other and complete the webform. You can also find this form on the Contact Support page. 

 

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 (Paid Support plans only), Rooms, CLM and CLM.CM (when CLM is the Category chosen), you can use the Call Me option next to the support case that needs attention at any time until the case is closed. 


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


Related