Upgrade not reflecting

Hello ​@Brittany Radtke,

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

I understand the inconvenience you're facing with your DocuSign account upgrade not showing up, especially when there's a vital agreement you need to send. I am truly sorry about this and I'll do my best to help.

Here are the steps to see if the upgrade was successful:

• Check if you received a confirmation message from DocuSign regarding your account upgrade.
• Navigate to the Plan and Billing section > Manage Your Subscription. This area should display your current plan details.
• If not, confirm if the payment associated with the upgrade has been processed successfully. Check your bank or credit card statements for any charges from DocuSign that correspond to the upgrade. If there are issues with payment processing, this could prevent the upgrade from being activated.

Because we understand the sensitivity of billing matters, we cannot discuss them on this public forum. We kindly ask you to open a support case so an expert can look closely at the issue. To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case.” Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center.

If you can't create a support case, please send me a private message with your name, account number, and email address linked to the account and allow me to escalate this.

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Best regards,

Melanie | Docusign Community Moderator

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

Yes I did all of that and it’s all showing I have upgraded and I created a case yesterday, and no one has responded. 

Hello ​@Brittany Radtke,

Thank you for getting back to me. I see that you have opened a support case, and you haven't heard back yet. I sincerely apologize. I’ll go ahead and check and escalate this. Can you please send me a private message of your case number, name, account number, and email address linked to the account?

Article: Where do I find my Docusign account number?

I look forward to your update. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

Done!

Hello ​@Brittany Radtke,

I received your message and coordinated with the representative working on your case. I assure you that your case is under review. Docusign Support will send you an update on 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.

Hello ​@Brittany Radtke,

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.

Thank you for reaching out and checking in! It has been resolved 😁