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Unable to use docu sign credit card expired

Forum|Forum|1 year ago
March 3, 2025
10 replies
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We are unable to use docusign because it says our credit card has expired. We have updated it several times, we have an active credit. But the same error comes up. We have opened cases and requested call backs but no one is responding. We cannot use our account. Could someone please help or advise? The support service is terrible.

Best answer by Melanie.Panguito

Hello @Emerald,

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and want to assure you that we are fully committed to providing you with the best service possible.

I understand how frustrating it can be when technical issues prevent you from using our services effectively. It appears that despite updating your credit card information multiple times, you are still encountering an error indicating that your credit card has expired. I sincerely apologize for the inconvenience and let’s address your concern.

Due to the sensitivity of billing matters, we cannot discuss them on this public forum, but I will coordinate with a Team to take a look at your case. Please send me a private message with your name, account number, email address linked to the account.

Let us know if you need further assistance. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

M

Melanie.Panguito

Answer

Docusign Employee

Hello @Emerald,

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and want to assure you that we are fully committed to providing you with the best service possible.

I understand how frustrating it can be when technical issues prevent you from using our services effectively. It appears that despite updating your credit card information multiple times, you are still encountering an error indicating that your credit card has expired. I sincerely apologize for the inconvenience and let’s address your concern.

Due to the sensitivity of billing matters, we cannot discuss them on this public forum, but I will coordinate with a Team to take a look at your case. Please send me a private message with your name, account number, email address linked to the account.

Let us know if you need further assistance. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

E

Emerald

Author

New Voice

Thank you - I have sent you a private message. We have been trying to get this resolved for 2 weeks so would appreciate a resolution.

M

Melanie.Panguito

Docusign Employee

Hello @Emerald,

Thank you for your response. I've escalated your case to the case owner and am actively following up. Your case is under review, and we're working diligently to resolve it. We appreciate your patience and understanding. You can expect an update from Docusign Support soon. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

E

Emerald

Author

New Voice

Thank you - we are yet to hear anything.

E

Emerald

Author

New Voice

Can I confirm that they will be calling us by 4 pm today - we asked for the call to be between 9 am -4 pm and haven’t yet heard anything. We do not want another week to go by without this week. It is now approaching a month… with no ability to use this system

M

Melanie.Panguito

Docusign Employee

Hello @Emerald,

I genuinely apologize for the inconvenience. I understand the urgency of the matter and have sent a follow-up on your case.

Best regards,

Melanie | Docusign Community Moderator

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

E

Emerald

Author

New Voice

Hi Melanie - They have now closed our case - this should not have happened as we spoke to them on saturday and said it is not resolved.

Could you please please please arrange someone to call us TODAY. This is getting a matter of urgency.

Thanks

Rachel

M

Melanie.Panguito

Docusign Employee

Hello @Emerald,

Sent you a private message. Thank you!

Best regards,

Melanie | Docusign Community Moderator

M

MtgBrokerInvis

New Voice

I have been having the same issues. It is VERY FRUSTRATING. DocuSign suspended my account because I cannot pay the outstanding invoice. Well… I want to pay LOL. DocuSign won’t accept my payments so what do I do? LOL

Please advise.

Been dealing with sooo many agents since late July. it is almost 1 month now :(

M

Melanie.Panguito

Docusign Employee

Hi @MtgBrokerInvis,

I understand the frustration. Our sincere apologies. Let's work together so you can get back on track. I responded to your other post and sent you a private message. I'll wait for your reply. Thanks!

Best regards,

Melanie | Docusign Community Moderator

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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.