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Trying this because all previous messages have seemingly been sent into the void.

I’ve been locked out of my Business Pro account, can’t reset the password, and obviously can’t create a support case because I can’t log in. I’ve submitted messages through the “Need More Help” option but haven’t heard anything back.

On top of that, my organization was denied nonprofit status and charged the full amount including tax, even though we’re tax-exempt. I can’t process the invoice with tax on it, and at this point, I just want a full refund.

Really hoping someone from DocuSign actually sees this and responds, because it’s been impossible to get support otherwise.

Hi ​@awilliams 

Welcome to the Docusign Community! I am sorry to hear about your experience, and thank you for taking the time to share it. I completely understand the frustration of being unable to access your account and get direct support. Rest assured, I’m here to help.

Here are the steps and other options to reach out for customer support:
How do I contact Docusign Customer Support?
Important Changes to Docusign Support
Open a case in the Docusign Support Center

For your other concern under your organization, we’re here to help where we can, but when it comes to billing or account changes, those requests need to go from a Docusign account administrator. If that’s not you, we recommend checking with your company’s admin to get started. For any billing-specific questions, you (or your admin) can open a support case directly here: Open a Support Case.
Please don't hesitate to let us know if you need any more help. Thank you!

 

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

 

Hi!

Thanks for the reply, but this doesn’t resolve the issue.

As I mentioned in my original post, I’m locked out of the account and cannot reset the password, which means I can’t log in or create a case as instructed. I have already used the "Need More Help" option and submitted a message, but I have not received any response. That’s why I’m here on the forum trying to get help.

I am the account admin, and while I understand that health-related organizations may not qualify for nonprofit pricing under DocuSign’s guidelines, we were still charged the full amount including tax, despite being tax-exempt. We cannot process the invoice with tax on it, and at this point, we are requesting a full refund.

Hello ​@awilliams,
I understand that you are currently locked out of your account. No worries; I will do my best to help you. Have you tried creating a support case using the workaround below? Once you have a case number, please let me know so I can follow up on your behalf and ensure that your concern is prioritized. You may send it to me through private message here.
The workaround to submit a case without logging into your account is to use the “I can’t access my account” option at the bottom of the page, then click “Other issues” and provide complete details of the issue in the Case description.

You may also click this link: Get Support.
 

 

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Just messaged you!

Hello ​@awilliams 
I received your private message. May I know the support case number to help you follow up on this matter?
 

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.



 

Hello ​@awilliams 

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!


Ma. Cassandra | Docusign Community Moderator

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