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Question

IAM Pro Envelope Allowance Limits. No help from support team.

Forum|Forum|1 year ago
August 6, 2025
6 replies
170 views

I have been dealing with an issue where every day (generally later in the day) our account starts telling us that we have reached our envelope allowance. This shouldn’t be happening because we are on an IAM Professional plan.

Each time I reach out to support I get something different. Sometimes its “a known bug that is being worked on”, sometimes its “a billing issue that will resolve in 24 hours”, sometimes its ‘throttling”. I have sent in 15+ service requests over the course of a month and a half with zero solutions. The service team will put me on hold for 30 minutes and tell me they are speaking with their ‘internal team’ and then they say their team was busy but they will call back…. and then I never get a call back…

Has anybody experienced this issue, and if so how can I get it fixed. I wish the service team could actually help in any way shape or form. So frustrating.

M

Ma.Cubio

Community Moderator

Hi @jwiser53
I'm really sorry to hear about your experience, and thank you for taking the time to share it. I completely understand how frustrating it is when things don’t work as expected, especially when trying to get work done.

Let’s tackle your issue: You have the IAM Professional plan, which gives you unlimited envelopes, but you keep getting an error message saying you have reached the envelope limit.
Please send me the email address associated with your account, account number, and the case number of the support ticket you submitted so I can follow up for you.
Again, I’m sorry your experience hasn’t met expectations so far. I’d love the chance to help turn it around, and the Community is here to support you.

—
Ma. Cassandra | Docusign Community Moderator

M

Ma.Cubio

Community Moderator

Hello @jwiser53
How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved.

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

Sincerely,

Ma. Cassandra | Docusign Community Moderator

If this helped, feel free to Like👍and click "Best Answer"

K

KallosPM

New Voice

@Ma.Cubio

I am having this exact same issue as jwiser53. I am on the Basic API plan which provides 40 envelopes per month. I Last month it cut me off after 1 envelope (and the whole month I was trying to get support to fix the case to no avail), and once the new month reset, it cut me off after 5 envelopes. Very similar to jwiser, the Support team has been absolutely useless the entire time. I have probably contacted them over 25 times, and get different answers and that the “internal” team, or “engineering” team is taking a look. But it never gets fixed.

I am at my end here and will probably move to PandaDoc or another provider soon if this doesn’t gets fixed quickly.

M

Ma.Cubio

Community Moderator

Hello @KallosPM

I'm truly sorry to hear about the experience you've had. I can only imagine how frustrating it must be to repeatedly reach out for support and still not have this resolved, especially when it's affecting your ability to use your subscription as expected. I completely understand your concerns, and I'd like to help follow up on this for you.

When you have a moment, please send me a private message with the following details:

The email address associated with your account
Your Docusign account number
The support case number(s) you've submitted

Once I have this information, I'll be happy to follow up on your behalf and check on the status of your case.

Sincerely,

Ma. Cassandra | Docusign Community Moderator

K

KallosPM

New Voice

@Ma.Cubio

This has been sent in a private message

M

Ma.Cubio

Community Moderator

Hello @KallosPM
I noticed that you've also posted about this issue in another thread, where one of our developers has already responded: docusign-en.insided.com/esignature-api-63/envelop-limit-reached-error-27464.
As mentioned in their response, the next step is to create a support ticket so our Support team can investigate the issue further, review your account configuration to identify the root cause, and assist with a resolution.

Thank you for your patience and understanding. Have a great day!

Sincerely,

Ma. Cassandra | Docusign Community Moderator

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