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.
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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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