Hi DocuSign Support Team (if any real human is still reading this),I’m beyond frustrated at this point.I signed up for a one-year paid plan, and within less than 24 hours, I realized I didn’t need it and immediately requested a refund. I opened a case right away — only to find that every single time, my case was automatically closed without explanation.Now it’s been over a month, and my plan has disappeared from my account. I no longer have access to any paid features, and even worse, I can’t even open a new support case because it says “only paid plans can open a case.” How is this even fair?Let me break this down: I canceled the plan within 1 day, which should be well within refund policy. I never used any of the features — literally zero usage. I’ve tried to reach out multiple times, and every time the system just closes my case. Now I’m being told by your useless chatbot to “open a case”… which I can’t do because I’m no longer on a paid plan. This is a ridiculous loop with no way out. At the very least, if you insist on charging me for one month, where is the refund for the remaining 11 months? Why is this being ignored? Why am I being locked out of even contacting real support?This is absolutely unacceptable. I’m not just asking for help anymore — I’m demanding a real human response and my refund to be processed immediately. This kind of support experience is appalling and reflects terribly on DocuSign.Please escalate this.

Extremely Frustrated – Refund Request Ignored, Support Loop Is Broken!

Hi DocuSign Support Team (if any real human is still reading this),

I’m beyond frustrated at this point.

I signed up for a one-year paid plan, and within less than 24 hours, I realized I didn’t need it and immediately requested a refund. I opened a case right away — only to find that every single time, my case was automatically closed without explanation.

Now it’s been over a month, and my plan has disappeared from my account. I no longer have access to any paid features, and even worse, I can’t even open a new support case because it says “only paid plans can open a case.” How is this even fair?

Let me break this down:

I canceled the plan within 1 day, which should be well within refund policy.
I never used any of the features — literally zero usage.
I’ve tried to reach out multiple times, and every time the system just closes my case.
Now I’m being told by your useless chatbot to “open a case”… which I can’t do because I’m no longer on a paid plan. This is a ridiculous loop with no way out.

At the very least, if you insist on charging me for one month, where is the refund for the remaining 11 months? Why is this being ignored? Why am I being locked out of even contacting real support?

This is absolutely unacceptable. I’m not just asking for help anymore — I’m demanding a real human response and my refund to be processed immediately. This kind of support experience is appalling and reflects terribly on DocuSign.

Please escalate this.

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Hello @ICare May,

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

I’m really sorry for the inconvenience this has caused you. Your concern is very important to us. However, due to the sensitive nature of billing issues, we cannot address them in this public forum. Please submit a support case so a Docusign support can review and assist you with your billing questions. Here’s the work around I highly recommend so you can create a support case for your billing issue and to be prioritized even your account is now free. Kindly follow the instructions below.

Please log out and go to “Get Support” page.

Scroll down to More support options then from there it will allow you to open a case without logging in to your account.

To make sure that an expert will be able to reach you as soon as possible, please provide me with the support case number once submitted, and I will follow up with our Support Team.
If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

Hi @ICare May — thanks for raising this.

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

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

this solution wont even help i have the same situation

Hello @areljen,

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible.
I’m sorry about your experience with us. Rest assured, I’m here to help.
May you provide more details about your concern, please?

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

I cancelled my subscription on renewal and still was charged. Also its so frustrating that i cannot even open a claims. My manage subscription option even greyed out. You dont even have a live agent so we can talk even, no emails what type of company you are not even user friendly

Hi @areljen — thanks for reaching out.

I’m sorry about your experience. Rest assured, I’m here to help.
I would like to know if you can create a support case. If so, may I have the case number to follow up on your behalf?

—
Ma. Cassandra | Docusign Community Moderator
If this pointed you in the right direction, go ahead and click “Best Answer”!

Hello @areljen

How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved.

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

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