Hello ​@KHall ,

Thank you for reaching out to the Docusign Community.

Have you tried to create a case using the More support options at https://support.docusign.com/s/contactSupport?language=en_US

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

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

Hi ​@KHall and ​@Christopher.Alpizar,

I actually just submitted a question similar to ​@KHall‘s question here in the community forum as well. I see ​@Christopher.Alpizar’s reply and think it’s not helpful; but just to make sure, ​@Christopher.Alpizar are you saying that we should try to submit a support ticket (create a case file) using the “I can’t access my account or invoices” option, even though we can totally access our accounts and that’s not the issue we need help with at all? Will that get us the right kind of help we need (refunds for being wrongfully charged)?

For reference, here is what I wrote in my own post just a few minutes ago:

“I canceled my paid plan before the due date for the next yearly billing payment. I was assured that I would not be charged because I canceled before the renewal date.

“However, surprise! I was charged months later. What?! This is unacceptable, deceptive, and theft. I need someone to refund that money immediately please.

“I tried to call, but phone support is no longer available without submitting a support ticket. But you can’t submit a support ticket without a paid plan, which I don’t have anymore. I tried emailing customersupport@docusign.com but received an automated reply saying “Undelivered: This email address is for communication on open cases only.” There is no way for me to open a case!

“Is there anything else I can do before getting my lawyers involved and taking legal action against DocuSign for deception and theft?”

UPDATE for ​@KHall and anybody else reading this: I followed the instructions ​@Christopher.Alpizar had posted above (thank you for the suggestion, Christopher) and submitted a ticket through the “I can’t access my account or invoices” option, even though that’s not what my issue is about. I was able to reach support.

HOWEVER…

I received an email from DocuSign Support this morning saying they will refund only part of what they stole from me. They are sending me back $441.97, when DocuSign actually stole $471.14 from me. The email also says that the refund amount is “subject to change due to taxation or proration,” and that they have submitted a downgrade request for me. But I had already successfully downgraded to the free plan before the subscription renewal date and NEVER signed up for a paid plan again. That’s what started this whole thing… I got charged months after I had canceled my subscription. DocuSign has already admitted that this was a system error. I have their email that admits it. They should send me back the whole amount and not keep some illegally. This is what I said in my reply to the support email this morning:

“I have three questions:

“1. That is the incorrect amount for the refund. I was charged $471.14 months after I had canceled my subscription. I downgraded to the free plan before the subscription's renewal date, and I NEVER signed up for another paid plan again.

“2. Speaking of never signing up for a paid plan again, why are you saying that you made a downgrade request for me? Why did another downgrade request need to be made at all, when I already downgraded to the free plan and NEVER signed up for another paid plan again? The whole point of this refund is that I was charged $471.14 months after I had canceled.

“3. I don't understand why the refund amount would be "subject to change" due to taxation or proration. Again, I never signed up for another paid plan after canceling before the renewal date in 2024. DocuSign stole from me $471.14. Therefore, DocuSign should return that exact amount or else DocuSign is still committing theft.

“In summary, I should be refunded the correct total amount that I was illegally charged: $471.14. There is no reason for DocuSign to keep some of it. I was wrongfully charged. Again, this is theft and incredibly wrong.”

-------------------

I hope to get this resolved quickly so that I don’t have to get all legal with this. SUPER frustrated over here.

Hello ​@EnRouteArts,

Thank you for reaching out to the Docusign Community.

The amount is manually entered without taxes, and this is subject to change. In other words, once the refund is processed, the system will add the taxes, returning the amount to the original charge.

The "downgrade" is part of the autogenerated email response when the Refund request is submitted, I apologize for any inconvenience that this has caused you.

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

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

Thank you for the explanation, ​@Christopher.Alpizar. That is reassuring. I am keeping an eye out for the refund.

I have received the refund in full. Thank you, ​@Christopher.Alpizar.

Hi ​@KHall,

I hope you are doing 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,

 Christopher | Docusign Community Moderator

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

Assistance is still needed, as I am still not able to submit any support tickets to initiate a refund. 

Hi ​@KHall,

Can you DM me your account number and email associate with the account?

Best regards,

 Christopher | Docusign Community Moderator

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

Hi ​@Christopher.Alpizar I sent you a DM as I’m having the same issue. Any help you can provide would be greatly appreciated. 

Hi ​@C Smith,

I send you a DM.

Best regards,

 Christopher | Docusign Community Moderator

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

I’ve got this exact same issue.  I cancelled the subscription months ago and have just been charged a fee.  When I log in there is no reference to an active account or even any history/transaction invoices.

I also can’t seem to find the option to submit a case using the idea suggested by Christopher.

Any help is much appreciated!!

This just happened to me as well.  I have no way to reach out to anyone at Docusign.  I cancelled my subscription on March 30, 2025.  The charged me nearly $1,000 for another year on May 19, 2025.  Docusign, you need to do better.  I want the entire amount refunded immediately.  This complete lack of customer service is unacceptable.

Hello ​@Shortty,

Thank you for reaching out to the Docusign Community

We understand your concern regarding the refund request. However, due to the sensitive nature of billing issues, we cannot address them in this public forum. Please submit a support case so that a Docusign support representative can review and assist you with the refund. To create a case without logging into your account, please use the section at the bottom of the page:  https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

Should you require any additional assistance, feel free to reach out. Thank you!

Best regards,

Jenny | Docusign Community Moderator

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

Hi Jenny, I have submitted the request, and will update my comments upon the successful refund.  Your customers should not have to jump through these hoops after cancelling subscriptions. 

Hello ​@Shortty,

I hope you are doing 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,

Jenny | Docusign Community Moderator

Hello Jenny.Martin, This is still not resolved.

I had to contact our bank, and have them investigate as well.  The Bank updated me on June 7, saying they are still working on the disputed charge; and have informed us that it may take up to 3 more weeks. 

Totally unacceptable to charge a customer under the circumstances, and further, to have to jump through the hoops instead of just picking up the phone and dealing with the customer.  The chrge (which was unauthorized) should have been immediately refunded to my credit card. 

Hello ​@Shortty,

Thank you for replying.  I totally understand your frustration, and I sincerely apologize for the inconvenience it has caused you.

I see that you have already coordinated with your bank to dispute the charge. Since the refund is now being handled by your financial institution, we are unable to take further action on our end.

Should you require any additional assistance, feel free to reach out. Thank you!

Best regards,

Jenny | Docusign Community Moderator