Charged even after canceling subscription.

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

People should also know, and i believe Docusign should make this known, that there is a phishing scam underway that include urrl’s on Google search for a docusign.net link to a fake website. So, if you think you are logging into docusign.com and the real thing, you won’t be unless you make it abundantly sure it is the right website.