New Voice

Solved

Free edition - Envelope allowance exceeded

Forum|Forum|1 year ago
November 28, 2024
19 replies
2693 views

Hi, I've had a Free account for over a year (not the 30-day free trial, just the free account).

I have no need to send envelopes, but only to sign.

Since yesterday I get this message when I try to sign any document: The envelope allowance for the account has been exceeded

So far I’ve never experienced any problem/limitation. I do not send envelopes, but I am the only signer of the documents I upload, sign and download.

I don't understand what the envelope limit refers to and what the actual limit is.

As far as I understood from this article (https://support.docusign.com/s/articles/FAQ-Docusign-Envelope-Allowance?language=en_US), the envelopes I sign myself should not be counted.

Thank you in advance for your support

Best answer by Alejandro.Ramos

Hi @deb92,

Thank you for following up.

Since your account does not follow the default behavior expected from a free account in eSignature, the root cause of the issue might be related to how it is configured on the back end. Docusign Support can assist in confirming if this is true, or, help find the root cause of the issue otherwise. To help expedite the troubleshooting of the problem, please try collecting your user’s logs as described in the guide provided below, and then attach the resulting file as part of a new support case.

How do I contact Docusign Customer Support?

API Request Logging

Please don't hesitate to let me know if you have any other questions or concerns and I will address them as soon as possible.

Best regards,

Alejandro R. | Docusign Community Moderator

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

Show previous replies

L

LEI

New Voice

I just explored Dropbox, and they allow unlimited self-signing with their free account. As noted above by another user, free account holders with DocuSign can not submit a support case, or communicate with DocuSign in any way. If a paid DocuSign subscriber of this community would be willing to report this issue, I’m sure all users of the free version would be grateful. Otherwise there will likely be a mass migration to Dropbox.

A

Alejandro.Ramos

Docusign Employee

Hi @LEI,

Thank you for making us aware of this issue.

If the account is not allowing you to sign documents, the issue must be related to the plan assigned to it on the application’s backend. Even though you can’t create a case for technical support by following the usual steps, there is the option of requesting Docusign Support to follow up on this issue by scrolling down to More Support Options in the case creation form and selecting "I can't reset my password or don't have an account.", you will be able to fill out the form there .

You can refer the support agent to this post, for them to have a better context of the situation.

Best regards,

Alejandro R. | Docusign Community Moderator

Please click "Best Answer" below if you find my reply to be a valid solution to your issue!

L

LEI

New Voice

It looks like DocuSign fixed the problem (at least for me). I am able to sign documents again as of this morning. I offer my thanks to any and all who helped get this resolved.

L

LEI

New Voice

Scratch that. Turns out cookies logged me in with a work-around account I had used. My account still gives the “envelope limit exceeded” message.

C

christineflarsen

New Voice

I have the same issue. I’ve been using a free account to sign documents since 2020 with no issues. In the last couple of weeks, I get a banner saying I’ve reached the maximum number of envelopes. This makes absolutely no sense as I have never sent an envelope. Like the other posters, I reached out and got the generic “free accounts don’t get support” message. Thankfully, it looks like I can sign with Adobe Acrobat, so I’ll be using that instead. Also good to know that Dropbox is an option.

C

CCB

Newcomer

Has any one gotten this resolved?
I am having the exact same issue.
Checking before I switch to Dropbox tomorrow

Docusign support gave me the same answer as everyone else and they will not help

Even with a free account, it would have been nice to be told this change was coming or that this error was possible - I’m unsure which it is

C

christineflarsen

New Voice

Has any one gotten this resolved?
I am having the exact same issue.
Checking before I switch to Dropbox tomorrow

Docusign support gave me the same answer as everyone else and they will not help

Even with a free account, it would have been nice to be told this change was coming or that this error was possible - I’m unsure which it is

I haven’t even tried in a while, but I gave it a shot today, and it appears the issue is resolved.

M

martinengel

Newcomer

For me, and some colleagues, the exact same issue has reappeared after it appeared the first time a few weeks ago and was gone for a brief period after.

Reviewing my settings, I can even see that I have used 0 of the 3 envelopes initially assigned to the free version account. Also, there has not been any change of policy notification, so this seems to clearly be a bug (I am not sure DocuSign is willing to resolve, given the duration of this thread?)

T

Thomas1701

Newcomer

I’m in the same situation…

I guess this issue still hasn’t been resolved by DocuSign?

Sign up

You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.

Docusign Community

You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.