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Invalid credit card charge

  • August 13, 2025
  • 3 replies
  • 44 views
M
New Voice
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Dear Sir or Madam,

 

I took your Standard plan subscription for a month on the 14th of July and you charged me CHF 40 (USD 45) on the 14th of July when I took the subscription. However, I also have a charge on my credit card of CHF 311 four days later - what is the second charge about? (It is very high for anything the service can justify, higher than your yearly subscription). Moreover, since I cancelled the subscription I cannot see my invoice history or anything in Billing - that is also odd.

 

Please provide me with an invoice for the first charge, and with an explanation and the refund for the second charge. Thanks for the help in advance!

 

Best regards,

Milan

Best answer by Melanie.Panguito

Hi ​@milan_kuzma_2025,

Thank you for reaching out, and a warm welcome to the Docusign Community! We're sorry to hear about the billing issues, and the situation is understandably frustrating. We’re here to help where we can, but because this Community space focuses on general guidance, any billing inquiries and disputes will need to go through our Support team directly 👉 Open a Support Case.

However, since you cannot create a case due to the account being free, the workaround is to use the bottom part of the page, which allows you to submit a case without logging in to your account. Link: Get Support > More support options > I can't access my account > Other issues.

If you come across any challenges during this process, please don't hesitate to send me a private message with your name, email address, and account number. Here if you need us!

 

Best,

Melanie | Docusign Community Moderator
If this helped, feel free to click "Best Answer"!

3 replies

M
Community Moderator
Forum|alt.badge.img+15
  • Melanie.PanguitoCommunity Moderator
  • Community Moderator
  • Answer
  • August 13, 2025

Hi ​@milan_kuzma_2025,

Thank you for reaching out, and a warm welcome to the Docusign Community! We're sorry to hear about the billing issues, and the situation is understandably frustrating. We’re here to help where we can, but because this Community space focuses on general guidance, any billing inquiries and disputes will need to go through our Support team directly 👉 Open a Support Case.

However, since you cannot create a case due to the account being free, the workaround is to use the bottom part of the page, which allows you to submit a case without logging in to your account. Link: Get Support > More support options > I can't access my account > Other issues.

If you come across any challenges during this process, please don't hesitate to send me a private message with your name, email address, and account number. Here if you need us!

 

Best,

Melanie | Docusign Community Moderator
If this helped, feel free to click "Best Answer"!

M
M
New Voice
Forum|alt.badge.img+1

Hi Melanie,


Thank you very much for your quick response. I’ll do as instructed.

 

Yes, the issue is as you explained, since I am on Free now, there is no way to contact support, and also I don’t see my invoices. I spent quite a bit of time last night figuring out how to contact, and then found Community + that people are writing here with Billing issues. So, apologies for the inconvenience and spamming here, but it was the ‘only’ option.

 

Thanks again for your help and wish you a great day!

 

Best regards,

Milan

M
M
Community Moderator
Forum|alt.badge.img+15

Hi  ​@milan_kuzma_2025,

Thank you for getting back to me. No worries, we're always here to help. 😊

For billing-related matters, additional verification is required to ensure security. As this is a public forum, and to protect your sensitive information, it requires case creation. You can always check back here if you need help to follow up on your case. 

Favor, if you feel like my suggested solution has helped you or pointed you in the right direction, we would greatly appreciate it if you would consider marking it as "Best Answer" ✅, to help other community members find trusted answers and follow similar steps. 

Take care always!

 

Best,

Melanie | Docusign Community Moderator
If this helped, feel free to click "Best Answer"!

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