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I signed up for an IAM professional account thinking I would be allowed unlimited envelope sends and power form responses. I paid for this subscription due to this feature but it’s now not working and Docusign isn’t allowing me to open up a case with support. Any support would be greatly appreciated. My job requires a lot of envelope sends and signatures and if I can’t solve this problem I will go to another platform. Thank you!

 

ERROR MESSAGES: 

I keep reaching the envelope limit with this error: The envelope allowance for the account has been exceeded.

 

And when I try to submit a power form response there’s this error message: Unable to load PowerForm signing process. Error: An error has occurred.

Hello ​@d25words,

Thank you for reaching out, and a warm welcome to the Docusign Community! We are absolutely delighted to have you here and can't wait to share our knowledge with you.

I understand your issues with being unable to send envelopes and Powerform and creating a Docusign Support case. I sincerely apologize for the inconvenience. Please know that our team is fully committed to making every effort to assist you with this.

Question: If you have multiple Docusign accounts, please check the guide below to ensure you are logged in to the account with the IAM subscription.

If you only have one Docusign account, the Docusign Support team would have to investigate this further. The envelope allowance error could also be the cause of the Powerform error. This needs to be internally checked, and case creation is required. 

Please perform the troubleshooting below and test again, creating a Docusign case:

  • Check if the browser needs to be updated.
  • Log out and Log back into the account.
  • Clear history and cache/cookies and set it to "All time."
  • Try a different browser(s).
  • Try to use Incognito. 
  • Different Internet network such as on a mobile device using data with Wi-Fi disabled.
  • Try a different device.
  • Enable/disable VPN if applicable.

Here's a guide to help you create a case or request a call from our Support team: 

Open a case in the Docusign Support Center 

How can I request a phone call from Docusign Support?

I hope these instructions are helpful and lead to a resolution. Please 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

Hello ​@d25words,

How are you? I'm checking in to see if you still need assistance. Let us know if we can help with anything else. Wishing you a smooth rest of your day!

 

 

Best regards,

Melanie | Docusign Community Moderator

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

​@d25words I am having the same issue with the envelope allowance on my account as well. Were you able to find a good alternative platform?

Hey ​@jwiser53,

I'm sorry you're having this issue. I see you also posted here: 👉 IAM Pro Envelope Allowance Limits. No help from support team.

 Another Moderator replied and is awaiting for your response. May you please reply to that thread for further assistance? Thank you!

 

Best regards,

Melanie | Docusign Community Moderator

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