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  1. Account Creation and Payment: On April 30th, I created an account using my email address and subscribed to the eSignature Standard Plan with a monthly payment of €39. I have attached confirmation from my credit card (SMS and online banking) as proof of payment.
  2. Initial Usage: I began using the account by sending documents for signature and received confirmation emails from your portal, indicating successful transactions.
  3. Access Issues: Suddenly, I was unable to access the account via the links provided in your emails
  4. Password Problems: I attempted to log in, but the password I set was deemed invalid. As the sole user, I am certain I did not change it.
  5. Password Reset Attempts: I tried to reset the password using the "Forgot Password" feature. However, I did not receive the authentication code via email, despite multiple attempts. This has prevented me from resetting the password and accessing the account.
  6. Support Access Difficulties: Your website indicates that support is available upon logging into the account. However, since I cannot log in, this option is inaccessible. I have reviewed the FAQs and contacted various phone numbers (Italy, Ireland, etc.), but I have only been able to reach sales representatives, not technical support. This lack of accessible support is highly concerning.
  7. Account Recreation: Due to the lack of assistance, I attempted to create a new account using the same email address, expecting the system to prevent duplication. Surprisingly, it allowed me to proceed, suggesting that my original account may have been deleted or deactivated.
  8. Current Situation: Now, I do not have access to the plan I paid for and cannot use the services, I have lost docs and the signatures received, i cannot modify payment conditions, or cancel the renewal.

Hello ​@gp66bs,

 

Thank you for reaching out, and welcome to the Docusign Community! Your concerns are very important to us. However, due to the sensitive nature of billing issues, we cannot address them in this public forum.

Please submit a support case so a Docusign support can review and assist you with your billing concern. The workaround is to submit a case without logging into your account by using the “I can’t access my account” option at the bottom of the page and providing complete details of the issue in the Case description.

https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

 

 

Please let us know if you require any further assistance. Thank you!

 

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

Hello ​@gp66bs,

 

I hope you are doing well. 

I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful.

Let me know, and I will gladly help you address the situation as soon as possible.


Best regards,
Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue!

 

Reply


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