TRYING DESPERATELY to get to a human being to fix the mistakes made in my account !!!!!!!!!!!!!!!!!!

I was automatically charged for a new subscription yesterday, May 6th for the year and I want to cancel that. I was on the chat with an agent last night for two hours and in the end I was no better off except I’d added a new package to my account to commence May 6 2026.

I was told it would all sort itself out. I said that made no sense to me as the payment had already gone through. All I want to do is to cancel my subscription and clean up the account, stop the new order that isn’t even what I want. I wanted it to replace the renewal not come in a year.

I cannot figure out how to do any of this myself and cannot get through the help thing because there isn’t a choice for billing. HELP ?????????????????????????????????????????????????????????????????????

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Hello @Jen67,

Thank you for reaching out, and welcome to the Docusign Community! 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 concern. The workaround is to submit a case without logging into your account by using the “I can’t access my account” option at the bottom of the page and providing complete details of the issue in the Case description.

https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

Please let me know if there’s an existing support case open already for me to follow up on your behalf. Thank you!

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

I can’t access my account isn’t an option.

I found it and have submitted. I would seriously question working with a company who makes it this difficult to get proper service. This has been agonizing and taken hours out of my day.

Hello @Jen67,

I sincerely apologize that the experience was less than ideal. I wanted to see if you still need further assistance with this?

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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