Hello @boni,

Thank you for reaching out to the Docusign Community.

Per the community guidelines (https://community.docusign.com/site/terms) we can only provide you with general information, the Account Admin will need to contact Support directly for Billing Inquiries, Account Change Requests, or Feature enablement. To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case". Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center. In your case, I recommend opening a case with Docusign Support.

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

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

Thank you very much, Christopher.

Hi,

I am stuck in the same position. How did you solve this? I am not even able to open a support case.

Appreciate any help here.

Thanks

Hello ​@pcs,

I’m really sorry that you are having a hard time creating a support case. Here’s the work around I highly recommend so you can create a support case for your billing issue and to be prioritized. 

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.

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

Thank you for your response. I already tried opening a case the way you have suggested but have not received any response to it. Is there any other way to reach out to docusign support?

Hello ​@pcs,

You can only reach out to our Support thru support case, chat or here in Community for assistance..

Can I have the support case number for me to follow up?
 

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

Hi,

I have not been able to open a support case at all. I submitted the form as you had suggested above but have not received any reply so far. Please see the attached screenshot.

I would appreciate any suggestions on how to go about it.

Thank you for your help.

Hello ​@pcs,

I hope you are doing well.
I’m sorry to hear that no one get back to you yet. To help you, may I ask for the support case number for me to follow up on your behalf.

I hope to hear from you soon. Thank you and have a great day!

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

Hi,

Thank you for your assistance on this. It seems that there was some issue with my email and I was not receiving Docusign emails at all. It has been resolved now. I received an email today that my case has been closed. The case number mentioned there is 15185938. Please guide on what to do now. 

Thank you.

Hi,

I was able to open another case. Case number 15222333. Is it not possible to reply to the email from Docusign? I have been trying to reply but am unable to do so.

I received a reply saying that the account will close after a few months. I would prefer to have it closed right away as the company itself has shut down. Please let me know how can I get this done. Appreciate your help.

Thanks.

Hello ​@pcs,

I hope you are doing well.

As I can see, the expert already sends you an email. May you send us a screenshot as to why you are unable to reply?
Note: Pease ensure that any Personally Identifiable Information is concealed in the screenshot/attachment reply, as this is a public forum.

 

Best regards,

Ma. Cassandra | Docusign Community Moderator

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