​@Andriy 

I believe I saw this question posted by someone else - and the answer was that the invoices are removed as soon as the account is downgraded. You could try to contact support (using “get help” then “I can’t access my account or invoices’ option). Or you could try to get an invoice via the payment method (credit card statement/cancelled check...)

good luck

mr1

I have the same issue…. I need access to my invoices for my tax consultant. It would be great to get support but apparently it is not possible with a free plan to get an answer. Perhaps somebody can help here?

​@NoBillingInfo:

as above:

You could try to contact support (using “get help” then “I can’t access my account or invoices’ option). Or you could try to get an invoice via the payment method (credit card statement/cancelled check...)

good luck

mr1

the “get help” is disabled for freemium accounts, so my only option is to post my question in this support community, hoping that someone from DocuSign support will see it. are there any moderators who can help me get in touch with support?

​@mr1 I’ve tried to open a support case once again, and I can confirm that the feature is disabled for free users. So, I am unable to contact support, and unable to download the past invoices from 2024. The deadline for 2024 fiscal reporting is approaching in a few days, and I am stuck. I would appreciate if you or someone could give me some clues how to get in touch with support to request the past invoices from 2024.

​@Andriy:

I don’t work for DocuSign - the only way I am aware of for getting help for free accounts is to click on ‘contact us’ and at the bottom on that page click on ‘I can’t access my account of invoices’.

However, I’ve seen other posts noting that; once an account is closed the invoices are deleted. You might be better off using the receipt for your method of payment (cancelled check, credit card or bank statement) to prove payment for the service.

Good luck

mr1

I have this issue as well. Absolutely ridiculous - perhaps even illegal.

Hello ​@pontus393,

Thank you for reaching out, and a warm welcome to the Docusign Community, where amazing Community members and moderators are always ready to share expertise and experiences to help you.

We understand that not being able to download past invoices due to the account being free can be inconvenient. We're genuinely sorry for this and are here to help you through it.

To download your previous invoices, please follow the steps below:

Navigate to Get Support > More support options > I need a copy of my invoice. You will receive an email with invoices, or a Customer Support representative will reach out to you to verify your details.

I hope this helps. Let us know if you have questions, we're here for you.

Best,

Melanie | Docusign Community Moderator
If this helped, feel free to click "Best Answer"!

Hi there ​@pontus393,

How are you? I'm checking in to see if you still need assistance.

Let us know if you still need help or if anything else comes up, we’re here for you.

Best,

Melanie | Docusign Community Moderator
 

I have the same problem once I cancel my subscription,I cannot find my past invoiec 

Also I do not find GET SUPPORT  - MORE SUPPORT OPTION

Who can help me on this issue? 

Hello ​@quchao17,

Thank you for reaching out to the Docusign Community! We understand the need to have access to your past invoices. Since you have cancelled your subscription, below is the workaround for free accounts:

Go here: Get Support. Do not log in to Docusign. Use the bottom of the page under More support options > I need a copy of my invoice. Provide your details, then submit. You will receive an email with invoices, or a Customer Support representative will reach out to you via email to verify your details.

If you come across any challenges during this process, please don't hesitate to send me a private message with your name, email address, and account number. Here if you need us!

Sincerely
Melanie | Docusign Community Moderator
If this helped, don’t forget to click “Best Answer”

Hi ​@quchao17,

I'm just checking in to see if you still need any help, and we'll gladly help you with any questions you may have. Have a great day!

Sincerely
Melanie | Docusign Community Moderator
If this helped, don’t forget to click “Best Answer”

I am having the same problem and tried everything above. 

All I want is my past invoices and I cannot access them, nor can I speak to anyone at Docusign. Absolutely appalling service - it's non-existent!! No Chatbot, no email, nothing! I try and raise a support docket and it does not allow me to access it. I entered my details in the support sheet above...with this repeat response:

This is an automated response from Docusign. Our automated system was unable to verify the information provided in order to share past invoices from your Docusign account.

For further assistance, please take the following steps to connect with a Docusign Support Expert over live chat:

   1. Visit the Docusign Support Center and select the chat icon in the lower-right corner to start a chat session.
   2. In the chat window, type 'Connect with live agent'.
   3. Our Docusign Bot will ask if you want to contact Support. Select Yes.
   4. Share your name and email address when prompted.
   5. When prompted for your account number, enter it if you have it; otherwise, select No.
   6. Wait for Docusign Bot to connect you with a live Support Expert for further assistance.

My only hope is that someone from Docusign sees this!!! Shameful situation from a technology company. 

Hi ​@Sinead Butler,

Thank you for reaching out to the Docusign Community. I understand the frustration you must be feeling and I'm sorry for the challenges you've had in accessing past invoices. Let me make it up to you. Could you please send me a private message of your name, email address, and account number?

I look forward to your update. Thank you!

Sincerely
Melanie | Docusign Community Moderator
If this helped, don’t forget to click “Best Answer”!

Hi ​@Sinead Butler,

Thank you for helping us resolve your case. I truly appreciate your cooperation.

If anything else comes up or you hit another roadblock, we’re here for you. 

Melanie | Docusign Community Moderator
Helpful? Mark it as "Best Answer" to help others too!

Thank you for your assistance ​@Melanie.Panguito. You have been an enormous help and my issue is resolved. 

I hope that Docusign will take on board these issues and supply a solution that is less tortuous. 

Hi ​@Sinead Butler,

You're most welcome! We truly appreciate your valuable feedback. Moving forward, should you encounter any issues with invoices or billing, and your account is currently free, you can proceed by following these steps to submit a case:
Go here: Get Support. Do not log in to Docusign. Use the bottom part of the page under More support options > I can't access my account > Other Issues. Provide a complete description of the issue. 
However, if you encounter any challenges, feel free to check back in here at any time and we’ll do our best to help. Thank you for your understanding and cooperation. 

Melanie | Docusign Community Moderator
Helpful? Mark it as "Best Answer" to help others too!