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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.

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

 

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

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