Docusign keeps charging despite having cancelled subscription

Hello ​@FelixR89,

Thank you for reaching out to the Docusign Community.

I apologize for the inconvenience, if the system still does not allow you to open a case with the normal “Open a case” option or if you do not have the option, there is another way, “I can’t access my account or invoices”, which does not require you to log in to your account or to upgrade: Open a case in the Docusign Support Center

Please view the below screenshot:

When clicking the option it should give you the following screen which will allow you to create a case without the need to log in and in which you can select your preferred contact method

Let me know if you were able to open the case.

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 Christopher,

thank you. Unfortunately, I do not have this option in my account:

I’m very frustrated that the normal “cancel my subscription” does not work although the system keeps telling me it worked and then I cannot access any support resources despite a community chat. All that to get rid of a simple 14$ subsription.

Thanks,

Felix

Hello ​@FelixR89,

Can you DM me you account number an email address? please do not post that information on this public post.

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.

Hello ​@FelixR89,

I hope you are doing well. Just making a follow up. Can you please send me a private message of your Account number and email address so we can help you with your issue. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

Dear Docusign support.  I am also having this problem.  I cancelled the subscription, which shows me now on the freemium version.  You have since charged me another month’s subscription at £34.  There is no way to contact support as that seems to only be available to people on paid subscriptions, not to people whom you’re just taking money from.

Please provide contact details for someone in billing support.

Hello ​@FelixR89,

I am sorry you have not heard back from Christopher. Let me handle this. Kindly send me a private message with your account number and email address linked to the account so we can review it. Also, from your screenshot above, it appears that you were logged in to your account when creating a case. May you please check if you can create a case when not logged in?

Steps:

Go here: Get Support > More Support Options > I can't access my account > Product: eSignature > and fill out the form. Provide all the necessary details and describe your issue in detail.

Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

​@olivergrills looks like we’re both part of DocuSign’s exclusive ‘Ghost Subscription Club’ - where canceling just means paying more for less! Have you tried sending a carrier pigeon with your request? Maybe etching it onto a stone tablet and mailing it to their headquarters? Because clearly, emails and support tickets don’t seem to reach them.

Jokes aside, if you actually find a working way to escape this never-ending subscription cycle, please do share. Right now, my best option seems to be accepting my fate as a lifelong DocuSign donor. Looking forward to hearing your escape plan!

What alternatives are you considering for future document signatures?

Hello ​@olivergrills,

Thank you for reaching out, and welcome to the Docusign Community! 

I am sorry to hear about the issue with your subscription. Please open a support case so an expert can take a look at the issue. You can still open a support case following below steps:

Note: Please make sure you are logged out of your account

Go here: Get Support > More Support Options > I can't access my account > Product: eSignature > and fill out the form. Provide all the necessary details and describe your issue in detail.

Let me know if there's any issue creating a case. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

Hello ​@FelixR89,

I see that you successfully created a case.  Your case has been received and is waiting to be addressed by the next available representative. There may be some delays due to a high number of cases being handled at the moment. I sincerely apologize for this.

Let me 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