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I cannot access past invoices after cancelling subscription

Forum|Forum|1 year ago
January 14, 2025
17 replies
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Hi! Can someone help me how can I retrieve past invoices from 2024 after I cancelled subscription early in 2024?

Once I go to https://apps.docusign.com/admin/billing - I see only my account ID and the status of my account as Freemium. But the access to my past invoices is gone!

I would highly appreciate some help ASAP, because I am required to present these invoices for accounting for 2024 reporting.

Best answer by Melanie.Panguito

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"!

M

mr1

Respected Advisor

@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

MR1

N

NoBillingInfo

New Voice

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?

M

mr1

Respected Advisor

@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

MR1

A

Andriy

Author

New Voice

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?

A

Andriy

Author

New Voice

@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.

M

mr1

Respected Advisor

@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

MR1

P

pontus393

Newcomer

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

M

Melanie.Panguito

Answer

Docusign Employee

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.