Stuck in trial even after paying

Forum|Forum|5 months ago
March 17, 2026
3 replies
107 views

I had an account that I have not been able to create DocuSigns from. I can still sign inbound docs but not create anything. I get an error “Unable to create the envelope. You cannot send once your trial has expired.” Even though I have a paid DocuSign account. When i contact support, they tell me to sign up with a new email.

How do I escalate this to a Support Engineer?

My understanding is that the root cause is usually a conflict between two accounts tied to the same email — the original trial account and the new paid one. It's a backend data issue that DocuSign support can fix, but front-line agents often don't know how or just punt on it.

How can I get this escalated?

J

Jenny.Martin

Community Moderator

Hello @scottkriz,

Thanks for reaching out, and welcome to the Docusign Community!

Sorry to hear about the trouble with your account. To look into this, please send me a private message with your name, account number, the email linked to your account, and a case number if you have one.

We’re here to help and will follow up as soon as we receive your details.

Sincerely,

Jenny | Docusign Community Moderator

J

Jenny.Martin

Community Moderator

Hello Scott,
Thanks for sharing your details,
I’ve checked the details, and it looks like the email you provided is only linked to a trial account. There are no paid subscriptions or additional accounts under this email. Is it possible that your paid account was created using a different email address?

Jenny | Docusign Community Moderator

If this helped, don’t forget to click “Best Answer”!

J

Jenny.Martin

Community Moderator

Hello @scottkriz,

I hope you’re doing well.

Upon checking, our support team has assisted you with your concern. I just wanted to follow up to see if you still need any further assistance.

Regards,

Jenny | Docusign Community Moderator

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