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

Learn how to open a case in the DocuSign Support Center, communicate with DocuSign Support and learn what to expect after you open a case. 

Visit the Get Support page on DocuSign Support Center. Check this page for helpful Self Service content.

If don't find what you need, click OPEN A SUPPORT CASE at the top of the page. (Or you can click LOG IN in the upper right corner of every page on the DocuSign Support Center.)
Continue the login process according to the product you are contacting Support about.

Choose from the following for next steps:

 

Continue with steps to log a case for eSignature, Rooms and CLM

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.)

  1. You will be prompted to log in using your DocuSign Support Center credentials (email and password). If you choose eSignature, Rooms or CLM and you have multiple DocuSign accounts with the same email and password combination, you can easily switch between them once you log in. Below your profile image, you can select the account you want from the drop down menu called My Accounts.
  2. Click your profile image and click the MANAGE CASES button in the drop-down.
  3. Click the NEW CASE button.
  4. Required: Choose a category and then a sub-category that best align with your issue. This will surface resources that provide answers to common questions and issues based on the category and sub-category you have chosen. Explore the resources provided, and if you still need to create a support case, click the Add Case Details button to continue. Note: If you have multiple DocuSign accounts, a pop up will appear called Choose an Account to Continue, you must select the account you want from the drop down menu before you can choose your category and sub-category.
  5. Required: Enter a descriptive Case Subject. Complete the Issue Description field and try to be as specific as possible regarding your issue. Enter the Issue Timing with date and time your issue first occurred.
  6. Optional: Click the Add Attachment button to upload a single attachment. Note: you will be able to add additional attachments once the case has been opened.
  7. Optional for eSignature: Enter Envelope ID
  8. Optional: Depending on the category you selected, you may be asked for User Impact-How many users are affected? This helps ensure that the DocuSign Support team handles your request in the most efficient manner.
  9. Required: Choose an option under How you would like to be contacted by DocuSign Customer Support.
If you have a Web plan, your options are:

If you have a Paid Support plan, your options are:

Click Submit Case.​ You will get a prompt indicating that your case was successfully created. Simply click the x to dismiss.

Congratulations, your case has been created and you will see your case number and overview. You can now...
  • Add attachments
  • Add watchers who can view your case progress on the DocuSign Support Center portal.
  • If you chose the Online Support Center as your preferred method of contact, add additional case comments, as needed.

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. Instead, you can login to DocuSign Support Center, where you can add comments to your case.

Continue with steps to log a case for Protect & Sign, CLM.CM and Insight & Analyzer (Seal)

  1. You will be prompted to log in using your DocuSign Support Center credentials (email and password).
  2. Click your profile image and click the MANAGE CASES button in the drop-down.
  3. Click the NEW CASE button.
  4. Required: Choose a category and then a sub-category that best align with your issue.
  5. Required: Enter a descriptive Case Subject. Complete the Issue Description field and try to be as specific as possible regarding your issue. Enter the Issue Timing with date and time your issue first occurred.
  6. Optional: Click the Add Attachment button to upload a single attachment. Note: you will be able to add additional attachments once the case has been opened.
  7. Skip: Envelope ID
  8. Optional: User Impact-How many users are affected? This helps ensure that the DocuSign Support team handles your request in the most efficient manner.
  9. Required: Choose whether this issue affects the Demo or Production environment.
  10. Required if Production environment is selected: Choose the appropriate Business Impact severity level from the drop down menu.
  11. Required: Choose an option under How you would like to be contacted by DocuSign Customer Support. Your options are:

Note: CLM.CM customers can request a call back.

Click Submit Case.​ You will get a prompt indicating that your case was successfully created. Simply click the x to dismiss.

Congratulations, your case has been created and you will see your case number and overview. You can now...
  • Add attachments
  • Add watchers who can view your case progress on the DocuSign Support Center portal.
  • If you chose the Online Support Center as your preferred method of contact, add additional case comments, as needed.

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. Instead, you can login to DocuSign Support Center, where you can add comments to your case.

How to communicate with DocuSign Support?  

You can check your case records by logging into the DocuSign Support Center and selecting MANAGE CASES under your profile image. 

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 to continue the conversation via the DocuSign Support Center portal. 

For all DocuSign products, if you chose your email address as your preferred method of contact, you can respond to the initial email you receive from Customer Support or respond to the last email you received from a Customer Support Expert.

For eSignature (Paid Support plans), Rooms and CLM, you can use the CALL ME option next to the support case that needs attention at any time until the case is closed. 

What to expect after you open a case...

Once your case has been submitted, its Status will be Open. Once a Customer Support Expert responds to your case, its Status will change to either My Action Required or Pending.

My Action Required - A Support Expert has replied to your case, and is looking for more information from you.

Pending - A Support Expert has replied to your case, and believes the issue is resolved.

In either of these statuses, 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. Adding attachments and managing case watchers will not update the status of the case.

Cases in a Pending state will remain this way for five days. If a case stays in a Pending state for five days without an update, it will close automatically. This is meant to give you a chance to test and verify any solutions, and to allow you to continue the conversation if your issue is still not resolved.

Closed - A case in a Closed status cannot be updated or re-opened.

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. Customer Support Experts can review the notes in the closed case and continue the conversation.

When a case closes, you will receive an email indicating its status. This email is just a notification, and will not include all of the details of the case. You will be able to see all the cases you have opened on your My Cases page, and may reference any relevant case numbers as needed.

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