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Charged even though account cancelled

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I have been charged a fee even though I cancelled my subscription months ago. It is now impossible to contact support!

Help!

Billing

R

rodolfo.napayAnswer

Docusign Employee

Hello @C Clark ,

Thank you for the update and I’m glad that this was resolved.
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.

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 @C Clark ,

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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R

rodolfo.napay

Docusign Employee

Hello @C Clark ,

I would just like to check if you still need assistance regarding this issue or if this has been resolved.

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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D

Dolly

New Voice

I have been charged for a yearly membership fee after I canceled in 2024 so it would not auto renew.

I need help getting a refund. My account was changed to a free account so I cannot generate a support ticket. I did call and was told I was getting a call back that never happened.

Such a shame, I would of used it in the future but not with this ability to not contact anyone when you have an issue

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C

C Clark

Author

New Voice

Thank you @rodolfo.napay someone from support did end up contacting me and this has been resolved and refunded. Thank you!

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R

rodolfo.napay

Answer

Docusign Employee

Hello @C Clark ,

Thank you for the update and I’m glad that this was resolved.
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.

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

Translate

R

rodolfo.napay

Docusign Employee

Hello @Dolly ,

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

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, please see the post above.

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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M

marco.tanglao

Docusign Employee

Hello @C Clark

I hope you are doing well.

It appears that your issue is now resolved. Favor, may you please mark the answer as the "Best Answer ✅" by clicking “Select as Best”.

It helps other community members who might have similar questions. Thank you!

Best regards,
Marco Paulo | Docusign Community Moderator

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M

marco.tanglao

Docusign Employee

Hello @Dolly

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.

If so, please mark it as the "Best Answer ✅" by clicking “Select as Best” to make it easier for other users to find.

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

Best regards,
Marco Paulo | Docusign Community Moderator

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