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I have a business pro account but my page says its free?

Forum|Forum|1 year ago
July 30, 2025
7 replies
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Please help! I have fully paid for a Business Pro account and have been using the service. It was fine until I got blocked from entering my account and had to file a case to regain access. Then after regaining access my account now no longer says it is a Business Pro account and I cannot use any of the services that I paid for. For context, I paid for the monthly 20 days ago and there is no way it could be an issue of renewal. I am also completely unable to contact support since their website wont allow me to contact them unless I upgrade my account. I even tried paying for an upgrade so I could contact them and it wouldn't process. I also tried responding to my previous emails with their support and I receive emails back saying I have to open a new case. I really don’t understand why they make their customer support completely unreachable.

Customer Support

Best answer by Hengfeng Ge

@iotakatpresident

You can try open a new case without login.

https://support.docusign.com/s/articles/How-Do-I-Open-a-Case-in-the-DocuSign-Support-Center?language=en_US

What if I can't log into the Docusign Support Center to access my account or view past invoices?

You can reset your password on the login page by selecting Forgot password. If you still cannot log in after you try to reset your password, visit the Get Support page and navigate to More support options > I can't access my account. Select your product and fill out the form to contact support.

An image of the More Support Options button in the Get Support page of the Docusign Support Center.

You can access invoices from your account if you are locked out or if you’ve downgraded to a Free account. Visit the Get Support page and navigate to More support options > I need a copy of my invoice > Complete and submit the form. Docusign will attempt to verify your information and send up to 24 copies of past invoices. If we’re unable to verify the information provided, a Docusign Support Expert will contact you as soon as possible for additional assistance.

FreeLink/甫连信息
🌍 DocuSign Partner | Partner Profile
🌟The only DocuSign Partner globally with two Certified eSignature Technical Consultants

🏆 DocuSign 2024 APAC Reseller Growth Partner of the Year
💡 Ranked #1 in the OG All Star category in DocuSign Community Wrapped 2024
📊 DocuSign Community Leaderboard Top 5 contributor
🚀 Expertise in DocuSign integrations with on-premises systems for leading enterprises across various industries
🔗 Connect with me on LinkedIn: https://www.linkedin.com/in/gehengfeng

📬 For business inquiries, feel free to connect via :

WeChat/微信: +86 1381880287

WhatsApp: +65 97796938

Hengfeng Ge

Answer

Hero

@iotakatpresident

You can try open a new case without login.

https://support.docusign.com/s/articles/How-Do-I-Open-a-Case-in-the-DocuSign-Support-Center?language=en_US

What if I can't log into the Docusign Support Center to access my account or view past invoices?

You can reset your password on the login page by selecting Forgot password. If you still cannot log in after you try to reset your password, visit the Get Support page and navigate to More support options > I can't access my account. Select your product and fill out the form to contact support.

An image of the More Support Options button in the Get Support page of the Docusign Support Center.

You can access invoices from your account if you are locked out or if you’ve downgraded to a Free account. Visit the Get Support page and navigate to More support options > I need a copy of my invoice > Complete and submit the form. Docusign will attempt to verify your information and send up to 24 copies of past invoices. If we’re unable to verify the information provided, a Docusign Support Expert will contact you as soon as possible for additional assistance.

FreeLink/甫连信息
🌍 DocuSign Partner | Partner Profile
🌟The only DocuSign Partner globally with two Certified eSignature Technical Consultants

🏆 DocuSign 2024 APAC Reseller Growth Partner of the Year
💡 Ranked #1 in the OG All Star category in DocuSign Community Wrapped 2024
📊 DocuSign Community Leaderboard Top 5 contributor
🚀 Expertise in DocuSign integrations with on-premises systems for leading enterprises across various industries
🔗 Connect with me on LinkedIn: https://www.linkedin.com/in/gehengfeng

📬 For business inquiries, feel free to connect via :

WeChat/微信: +86 1381880287

WhatsApp: +65 97796938

Welcome to the DocuSign Community! Your feedback is highly valued. If you find my response helpful, please give it a "Like" and consider marking it as the "Best Answer" to assist others with similar issues.

M

Melanie.Panguito

Docusign Employee

Hello @iotakatpresident,

We're sorry to hear about the account issue and support experience. Understandably, the situation is frustrating.

I see the issue started when you regained access. An internal review by our Docusign Support team is necessary to address your situation, since this Community space focuses on general guidance. Were you able to successfully create a new case?

If you come across any challenges during case creation, please don't hesitate to send me a private message with your name, email address, and account number. Here for you!

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

M

Melanie.Panguito

Docusign Employee

Hi @iotakatpresident,

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

I

iotakatpresident

Author

New Voice

Hi Melanie,

Thank you for checking in. I was able to contact customer support but unfortunately they have been very unhelpful. I have been going back and forth with them for over a week now and they are still somehow unable to return my account to the upgrade I already purchased. They have asked me to buy it again, make a new account, change my location (which somehow got changed from US to Canada), and are now asking me to repurchase the upgrade again. I also have not gotten any explanation as to why any of these problems occurred with my account. I really hope they are able to restore it but I am getting very frustrated at their slow response time and lack of assistance.

M

Melanie.Panguito

Docusign Employee

Hey @iotakatpresident,

Thanks for the update. So sorry for your experience. Can you please send me a private message of your name, case number, and email address linked to your account so I can check? Thanks!

Sincerely
Melanie | Docusign Community Moderator

M

Melanie.Panguito

Docusign Employee

Hi @iotakatpresident,

Thanks for your message. I followed up on your case. Feel free to check back in if you haven't gotten any updates after 24 hours. Thank you!

Sincerely
Melanie | Docusign Community Moderator

I

iotakatpresident

Author

New Voice

Hello Melanie,

I am still waiting for a helpful response. I will message you privately about this matter.

What if I can't log into the Docusign Support Center to access my account or view past invoices?

What if I can't log into the Docusign Support Center to access my account or view past invoices?

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.