I paid over $200 for an Annual Subscription through Klarna five months ago and my account was never upgraded

Question

I paid over $200 for an annual paid DocuSign plan. That plan was never activated. I can find nowhere on DocuSign's website to submit a form or any information to get in touch with an actual person. You must have a paid plan to open a case.

I refuse to give DocuSign any more money if my original payment was never applied to my account. Let alone pay DocuSign just to open a case.

There must be a way for me to contact someone who can get information on what happened to the payment Klarna made to DocuSign. Klarna has tried to contact DocuSign with no luck. They cannot refund me until they are refunded by DocuSign.

I would be really grateful if someone could please assist with me with this. I paid for this back in January and it is still not resolved. This is honestly outrageous and I am in disbelief that a company has no way to even have a form submission or way to get in contact with support without having a paid plan. I can’t imagine how many customers are having issues that need human support and they can’t get in contact with anyone.

Melanie.Panguito · Accepted Answer

Hello ​@alliebouffard,Thank you for reaching out, and a warm welcome to the Docusign Community! We're sorry to hear about the difficulties you've encountered with your Docusign plan, particularly the inability to access the service after payment and the challenges in contacting Support. Understandably, you're feeling frustrated, and I want to assure you that we will be with you every step of the way to resolve this.I have suggestions. Can you please try to check first if you have multiple Docusign accounts? Docusign allowsusers to have multipleaccounts associated with the same email address, and it's possible that you activated your subscription on another account. Here are the steps:First, initiate a password reset. Go here > enter your email > click Reset Password. If you have multiple accounts, it will ask you which account you would like to reset the password for. You can select the account number you were not logged into previously, then follow the instructions.Check this for a comprehensive guide:How do I reset my Docusign password?Once successful, log in to the account and check if there's any active subscription under Admin > Plan and Billing. Article:View Plan and Billing InformationIf this does not resolve your issue, here are the steps and all options to reach out for support:How do I contact Docusign Customer Support?Important Changes to Docusign SupportI hope these instructions are helpful and will help you resolve things. Please let us know if you need further assistance. Thank you!Regards,Melanie| Docusign Community ModeratorIf this helped, feel free to click "Best Answer"!

alliebouffard · Answer

I have already checked both of my emails and none of them are on a paid plan. I also have the invoice showing the balance is paid for a paid plan through December 2025 to the correct email.

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