I don’t know what to do! I signed up for Docusign Standard Edition for an initial 5 seats via Techsoup for $100 in March of 2024. On the Techsoup site is says:
Perpetual License
This donation provides a perpetual subscription for up to five users. It does not expire or need to be renewed.
Then in January 2025 I signed up for Docusign Standard Edition, 5 Additional Users, and on Techsoup is says:
This product is only for organizations that are requesting or have already received Docusign Standard Edition.
This donation allows organizations to add up to five additional user licenses to their initial subscription. You can request this offer up to four times to obtain access for up to 25 users total.
Then this March, my organization just received a bill for $3000 minus a discount for $1500 for the initial five users, but leaving $1500 for the additional five users. When I go to open a case, it says that my account is not eligible to open a case. How can I actually contact Docusign to get this corrected???
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Hello @Soundscapes,
Thank you for reaching out, and welcome to the Docusign Community! We are glad to have you here and can't wait to help share as much knowledge as possible.
I understand that you are facing issues with your DocuSign account, including unexpected charges related to TechSoup subscription and being unable to create a case. We sincerely apologize for any inconvenience this may have caused.
Your concerns are very important to us. However, due to the sensitive nature of billing issues, we cannot address them in this public forum. Please submit a support case so a Docusign support can review and assist you with your billing questions. The work around is to create a case without logging into your account, please use the section at the bottom of the page: https://support.docusign.com/s/contactSupport?language=en_US&rsc_301
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. Let us know if you need further assistance with this. Thank you!
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
Hello @Soundscapes,
I hope you are doing well. I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
I sent a ticket request and I received an initial email saying they would look into it, but never heard anything after that.
Reynaldo
Hello @Soundscapes,
Thank you for getting back to me. I apologize for the inconvenience. Can you please send me a private message with the case number? This will allow me to follow up with the expert handling your case. Thank you!
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
I sent a message a couple of days ago. Thanks! - Rey
Hello @Soundscapes,
Thank you for providing the information I requested. I have followed up with the expert handling your case. Let me know if you did not get any updates after 24 hours. Thank you!
Best regards,
Melanie | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue.
Hi, my nonprofit also purchased a TechSoup permanent license, then additional licenses, and realized DocuSign had charged me erroneously on two occasions - $936 in 2025 and $1,200 back in 2024 not realizing until 2025 they extracted that money. According to the customer service agent, they will continue to do so because a workaround has not been found and I am seeing multiple cases of them billing people in bad faith. Unfortunately, my nonprofit also changed bank accounts between the two refunds. The $936 refund was successfully processed as it was returned to my nonprofit's current active bank account. However, the first refund of $1,200 was sent to our closed bank account. DocuSign sent an internally created email stating that the $1,200 'was successfully processed.' When I got the initial email, I thought that it was successfully processed, so I mistakenly said I received it. When I realized I didn't, I reached back out. They would not refund me again, requiring that I get proof from my bank that I did not receive it. I sent them the proof, and they still deny that the $1,200 was not received and will not issue me a refund for the $1,200 they erroneously charged to our active account. I have been going back and forth for 5 months trying to get the refund sent to my current bank account, and they refuse to send it. This has been an incredibly challenging experience as I feel they are withholding funds received in bad faith.
Hi @CDAI—I'm truly sorry to hear about your experience, and I appreciate you sharing it with us. I understand that your situation is frustrating. Could you please send me a private message with your case number so I can look into it? Thank you!
Best regards,
Melanie | Docusign Community Moderator
Hey @CDAI,
I received your message, thank you! I have followed up on your case. I assure you that it is under review. You can reply to the email once Docusign Support sends you an update for the case. Thank you!
Best regards,
Melanie | Docusign Community Moderator
Hi @CDAI,
I got some positive news about your case While I am not personally handling it, I am glad I could help with the follow-up. If you still have further questions for the expert and need follow up, feel free to check back in here, and I will do my best to help. Again, I am really sorry for the experience. Have a great day!
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You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.
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While I am not personally handling it, I am glad I could help with the follow-up. If you still have further questions for the expert and need follow up, feel free to check back in here, and I will do my best to help. Again, I am really sorry for the experience. Have a great day!