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Hello Partner team,
We’ve encountered several cases where our customers’ Docusign accounts were suspended due to internal delays in their procurement approval process, resulting in a gap between the contract expiry and renewal. In these cases, the business teams urgently need to continue signing documents, which puts pressure on the procurement department to expedite the renewal.
As a Docusign partner, once we've confirmed the intent and quote with the procurement team, we proactively place the order on behalf of the customer to minimize disruption and speed up account reactivation. However, we’ve recently faced a situation where we submitted the order a week ago, and the account is still in suspended status.
We’ve already opened a case under Account Services, and support advised us to contact the Account Manager and Renewal Manager, which we have done. However, the issue remains unresolved, and the customer is under pressure to sign important contracts.
Our colleague mentioned that similar cases were resolved previously via the win-back process, and we hope to understand whether that is still the recommended approach.
🔁 Our suggestion: For similar cases where the partner has already submitted the renewal order on behalf of the customer, we hope the account reactivation can be completed within one business day, or at least a clear escalation path can be provided.
Our priority is always to support Docusign customers and ensure that critical signing workflows are not interrupted.
Thank you for your attention and support — we’re happy to cooperate in any way that improves this process!
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