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Charge after subscription was cancelled

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Hi,

I cancelled my subscription on January 2025 and I was charge for February. It is not letting open a case either, when I go the cases section the “New case” button does not appear.

Billing

R

rodolfo.napayAnswer

Docusign Employee

Hello @ClientMH and @0503K ,

I’m sorry to hear that you are also having billing issues. I’d be glad to assist you in getting assistance as well.

Per the community guidelines (https://community.docusign.com/site/terms) we can only provide you with general information, the Account Admin will need to contact Support directly for Billing Inquiries, Account Change Requests, or Feature enablement.

Were you able to create a case through the Docusign Support link? If yes please provide the case number so that I can follow up with the team.

If not, you may use this link to open a support case for future reference.
https://support.docusign.com/s/contactSupport?language=en_US&rsc_301
At the bottom part of the site, look for “More support options” and then choose the same options in the screenshot below.

This will allow you to open a support case without logging in to your account.

Let us know if you need further assistance with this.

Best regards,

Rodolfo | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

R

rodolfo.napay

Docusign Employee

Hello @monikin7 ,

Thank you for reaching out here in the Docusign Community. Welcome to the Docusign Community and thank you for posting your concerns!

I apologize for the inconvenience that the unnecessary charges have caused you. Rest assured, I will assist you in getting this sorted out.

Please send a direct message to me with your Docusign account number and email address associated with the account.

Kindly include the dates and amount of the charges applied for us to review.

Looking forward to your response.

Best regards,

Rodolfo | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

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ClientMH

Newcomer

Hi there,

I had the same issue as well. The contract was canceled end of January, scheduled to move to the free account on February 28, 2025, however I received a charge (unsure why), and even better, can’t even access the invoice.

Could you please assist me as well?

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0

0503K

Newcomer

Hello,

I have the same problem. I canceled my subscription but the billing continues. Now I'm canceling my account, but is that enough to stop me from being billed over and over again?

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R

rodolfo.napay

Answer

Docusign Employee

Hello @ClientMH and @0503K ,

I’m sorry to hear that you are also having billing issues. I’d be glad to assist you in getting assistance as well.

Per the community guidelines (https://community.docusign.com/site/terms) we can only provide you with general information, the Account Admin will need to contact Support directly for Billing Inquiries, Account Change Requests, or Feature enablement.

Were you able to create a case through the Docusign Support link? If yes please provide the case number so that I can follow up with the team.

If not, you may use this link to open a support case for future reference.
https://support.docusign.com/s/contactSupport?language=en_US&rsc_301
At the bottom part of the site, look for “More support options” and then choose the same options in the screenshot below.

This will allow you to open a support case without logging in to your account.

Let us know if you need further assistance with this.

Best regards,

Rodolfo | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

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P

PFERRER

Newcomer

I am dealing with the very same issue and have been unable to open a case with my Freemium account. I received confirmation of cancelation on April 11 and effective April 25, but I have two separate unauthorized charges. I'm trying this avenue before I report fraud to my credit card and to the MA Attorney General's Office Consumer Potection Division.

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M

Melanie.Panguito

Docusign Employee

Hello @PFERRER,

Welcome to the Docusign Community! I am sorry to hear about the Billing issue. Please know that 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 representative can review your account.

For a Freemium account, you can create a case by using the bottom part of the page, which allows you to submit a case without logging in to an account. Here's the link: Get Support

Let us know if you need further assistance. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

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M

Melanie.Panguito

Docusign Employee

Hello @PFERRER,

I trust all is well. I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Melanie | Docusign Community Moderator

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

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P

PFERRER

Newcomer

Hello @Melanie.Panguito,

I had not replied because I’d managed to open a case and it appeared that the matter had been resolved. I received confirmation of my cancellation and a credit for some monthly charges. However, I have been charged again for the monthly Pro service, even though my account was downgraded to a Freemium. I want all fees credited and my payment information removed from my account profile. Given the difficulties with customer service, I have opted to file a complaint with my credit card servicer.

thanks

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M

Melanie.Panguito

Docusign Employee

Hello @PFERRER,

I am so sorry about what happened. I sent you a DM. Thanks!

Regards,

Melanie | Docusign Community Moderator

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