+2Hello,
I am on the Standard Plan, which provides 10 envelopes per month. However, after each billing cycle, the number of envelopes does not reset, and instead, it stays the same or even increases. As a result, my monthly limit of 10 envelopes is not being renewed, and I am constantly being shown as exceeding my limit.
Could you please assist me with this issue?
Best answer by Melanie.Panguito
Hello
I hope you are doing well. I understand that the envelope allowance and usage information from the Plan and Billing page do not show accurate numbers, causing some confusion. I apologize for this inconvenience.
If you happen to experience persistent inaccuracies, it is best to clear browser caches or try accessing the accounts from different devices or browsers. I also suggest updating the Billing Address on the account to trigger an account refresh. Article: Update your Docusign billing address
Alternatively, a standard report is available to see envelope usage: How do I see how many envelopes my account has used? Note: Filter the date to the billing cycle. Once you have the usage report, subtract it from the plan allowance to get the remaining envelope allowance.
If you need specific information and have billing and account concerns, per the community guidelines (https://community.docusign.com/site/terms), please contact Support directly. Support teams can access backend data and help troubleshoot any issues related to account settings or usage limits that we cannot discuss in this Public Forum.
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
Let us know if you need further assistance.
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
Hello VeJaD,
Thank you for reaching out here in the Docusign Community. We received your concern regarding your envelope allowance.
We know how important your envelope allowance to send an envelope. Rest assured that we’ll do our best to help.
It looks like you are on a monthly plan with an envelope allowance of 10 envelopes per month. This allowance has already been used up in the current month and for some reason the system still allowed you to send more even if you have used your available allowance.
When the system detected that you've exceeded your allowance, it will add on your used envelopes and will be deducted to your next allowance renewal.
The screenshot states that the envelope allowance will reset on 17th of March 2024. Then you will be able to send 1 envelope until it renews again on January 17th 2025.
You need to add a seat to get more envelopes if needed.
I have links below that will provide more information about envelope allowance and how you can add a seat on your account.
FAQ: Docusign Envelope Allowance
Add Envelopes and Seats
Let us know if you need further assistance with this.
Best regards,
Marco Paulo| Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!
+2I’m Having issues too. I started the free trial on 12/4/24 and used all the envelopes I had, so I upgraded to a paid plan today 1/1/25 and it’s still saying I don’t have any envelopes to use… what is going on? I just paid for a plan so I would have envelopes to use. I also to open a case about this and it says ‘your Docusign plan does not support opening cases’ that I need to upgrade my plan to open a case but all paid plans should be able to open a case to my understanding. Very frustrated… Help please!
+2Didn't figure it out, but after New Years it showed me 3 out of 10 envelopes are used (even though haven't made any of them in the first place).
So feels like a bug, but I'm done worrying about it, sad that there is no more support on the app.
Hello
I hope you are doing well. I understand that the envelope allowance and usage information from the Plan and Billing page do not show accurate numbers, causing some confusion. I apologize for this inconvenience.
If you happen to experience persistent inaccuracies, it is best to clear browser caches or try accessing the accounts from different devices or browsers. I also suggest updating the Billing Address on the account to trigger an account refresh. Article: Update your Docusign billing address
Alternatively, a standard report is available to see envelope usage: How do I see how many envelopes my account has used? Note: Filter the date to the billing cycle. Once you have the usage report, subtract it from the plan allowance to get the remaining envelope allowance.
If you need specific information and have billing and account concerns, per the community guidelines (https://community.docusign.com/site/terms), please contact Support directly. Support teams can access backend data and help troubleshoot any issues related to account settings or usage limits that we cannot discuss in this Public Forum.
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
Let us know if you need further assistance.
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
Hello
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.
Best regards,
Marco Paulo | Docusign Community Moderator
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