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Having recently upgraded to an annual Basic API package, I have sent ONE envelope. Trying to send any more results in ‘Envelopes Exceeded’ message and a block to send.

I have raised the matter with DocuSign Support who confirm that this is a known issue - and yet no one has fixed it.

So, having taken £492 to give me 40 envelopes per month for a12 months, I have managed to send a single envelope and now cannot send again.

If this is a known issue, then presumably the fix has been provided before.

Meantime, I’m stuck, unable to send whilst paying DocuSign for precisely nothing.

Support persist in thanking me for my patience, explaining that they understand my frustrations.

Has anyone any ideas what I can do here or a contact number of someone senior within DocuSign who actually cares about rectifying a problem?

Thanks.

Hello ​@RichardM,

Thank you for reaching out, and welcome to the Docusign Community! I appreciate you bringing your question to this Community.

Can you please send me a message and provide the case number of the ticket you submitted so we can check this further?

 

Regards,

Jenny | Docusign Community Moderator

Hello, Jenny.

 

Thanks for the message.

 

The ticket reference is: 15393943.

Hello ​@RichardM,

Thanks for sharing the case number. 

I have reviewed the case and followed up with the support team. Our engineering team is actively investigating this issue, but unfortunately, we do not have an estimated time of resolution to share at the moment.

We sincerely apologize for the inconvenience this has caused.

 

Regards,

Jenny | Docusign Community Moderator

 

 

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