Troubleshooting cached login credentials in Google Chrome

Issue

I am unable to log into DocuSign with confirmed valid user credentials using Google Chrome

Possible Causes

  • Cached login credentials
  • Browser Plugin
  • Browser auto-complete replacing the new credentials with previous credentials

Solutions

If you are able to log into DocuSign via another browser but not in Chrome, typically there is a cached user credential or an add-on interfering.
 
To start Chrome without add-ons:
  1. Open Google Chrome
  2. Click the Settings menu at the top right
  3. Click New Incognito Window

User-added image
 
This will result in Chrome opening with add-ons disabled. Alternatively, you can press the Windows key + R, and type chrome –incognito into the run box.
 
User-added image

If you are still unable to log in, Chrome may be storing your user credentials.
 
To edit or remove stored credentials in Google Chrome:
  1. Open Chrome
  2. From the Settings drop-down, select Settings
 
User-added image
  1. Scroll to the bottom of the page and click Show advanced settings
User-added image
 
  1. Under Passwords and Forms, click Manage Passwords
User-added image
 
  1. Locate the saved password for the server you are connecting to. Click the X on the right side to remove the stored password.
    For example, if you are connecting to Demo, demo.docusign.net. If you are connecting to na2, look for na2.docusign.net. 
User-added image



If you are still unable to log in with Google Chrome, please contact Customer Support.

Related
Share
Was this content helpful? Vote content up Vote content down
Still need help?
Visit the Community
DocuSign customers ask and answer questions for each other.
Go To the Community
Contact Support
A customer service rep can help answer your questions.
Contact Support