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  • 128 Topics
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128 Topics
M
Newcomer
MarjolijnNewcomer
asked in Payments
refund; thought i was paying a fine, ended up switching to a monthly subscription while not using docusign for months

I had sent more enveloppes than my account allowed so the request was to pay 39 euro's to make it right. I wasnt aware that I had actually switched to a monthly and more expensive subscription. I went into labour not long after and now returning to the account i see ive been billed for the past 10 months while not using the service. I cant seem to get a hold of a person to just explain the situation as this doesnt follow the standard automated scripts for refunds.Please help

497
J
Community Moderator
R
Newcomer
RFWNewcomer
asked in Payments
Desperately need payment integration

Payment is not displaying as an option in my admin integration and I am not able to connect my payment gateway. I have a business pro account. 

332
M
Community Moderator
V
Newcomer
VZ AdTech OÜNewcomer
asked in Payments
Assistance with Invoice Name Change

Good afternoon,I couldn’t find an option on the website to update the company name on the invoice.Could you assist me with this? I need to update the invoice to reflect the name VZ ADTECH OÜ instead of Grogu Media Solutions (previous company name).Thank you in advance for your help!Best regards,

452
M
Community Moderator
G
Newcomer
gui_mar1nNewcomer
asked in DocGen for eSignature
Acesso aos documentos assinados

Como um terceiro verifica a autenticidade e a autoria de um documento assinado pela plataforma? Por exemplo, vamos supor que duas pessoas assinaram um documento na plataforma e precisam apresentar perante um terceiro, como esse terceiro verifica no próprio site do docusign se o documento apresentado confere com as assinaturas?

1092
L
Newcomer
F
Newcomer
FloydsellsNewcomer
asked in Payments
Bill Pay

I have been trying to get the CC information changed and I am still having problems.  I have requested a call from support, which I have yet to receive.  I’ve been doing this for 3 weeks now with no luck.  How can I get someone to call and talk to?  The emails back and forth are very frustrating, as it hasn’t helped yet. Thank you.

686
M
Community Moderator
C
Newcomer
Cecelia ConditNewcomer
asked in Payments
Can't find how to cancel

I want to cancel and cant find how. How do I cancel?  

612
M
Community Moderator
D
Newcomer
DodiC1Newcomer
asked in Payments
PayPal Docusign scam

I have a task in my account that is a scam, how do i delete it? It states PayPal needs to review my security data, but my PayPal account is just fine.

119195
U
Newcomer
D
Newcomer
dadecNewcomer
asked in Payments
Determining Billing Responsibility for Multi-Account App Usage

If I have a production account (A) with an application called X, and another user’s production account (B) grants user consent for app X, then who is responsible for billing if requests? Is it the account under which app X is listed, or the account being impersonated?

822
M
Community Moderator
S
Newcomer
SCJNewcomer
asked in Payments
Stripe Gateway not sending Instant bank account Verification

Hi.  I have the Stripe gateway configured to accept instant bank account verification, yet every ACH payment put through the gateway gets sent to Stripe with microdeposit verification.  I’ve confirmed with Stripe that the account is properly configured for instant verificaiton, and the Docusign gateway config is also configured for that.  Using the Docusign UI.Even after I verify the account information (the customer sent me the 2 microdeposit amounts), when she goes back to the document to pay, there’s an error since there’s no payment amount - see the attached discrepency.

2466
A
Newcomer
R
Newcomer
robinwilson16Newcomer
asked in Payments
How to get an invoice after being charged for an unused account for months

I suddenly realised DocuSign were charging me for an unused account for 7 months using a backup payment method I was not actively using or checking.This occurred as I was never sent any invoices or bills so did not realise this was the case where normally a company would communicate with their customers and this would have avoided this issue entirely.After being told conflicting information where every time someone different responds to your email and initially being told I would get a curtesy refund I was then refused one with reasons varying from the fact I had complained to the bank (which I hadn’t at that point) to my account being ineligible for refunds so it’s hard to know what to believe.Emails to staff at the company go ignored and then the same people then email me with marketing emails a few days later wanting to sell me more stuff and continue to ignore customer service emails. Now I am just trying to obtain an invoice showing the charges that were taken and I can’t even get

983
N
Community Moderator
T
Newcomer
TimWelchTwoNewcomer
asked in Payments
Can't Open a Case Even Though I have Business Pro Plan HELP!

I’m having a problem performing a signature on a very important deal and I can get ZERO help with it. I ended up paying for one full month of pro membership so I could create a case for the problem and it STILL says I am unable to open a case with my current plan.AND I can’t find anyway to email anyone about it!?!?!?!This is insane! HEEEEELLLLPPP!!!!

942
C
Community Moderator
T
Newcomer
TRISHLA DNewcomer
asked in Notary
Demo

I am not able to set up a demo with the Docusign team. What should be my next steps?

1012
C
Community Moderator
D
Newcomer
dhiggins13Newcomer
asked in Payments
Remove double billed subscription

I signed up for DocuSign and after a day of using, received an email from DocuSign stating that I had violated their Terms and Conditions. I had merely sent a file for signature.  4 days later I was not able to use DocuSign and called Sales.  The sales rep told me my account had been closed, and my credit card would be refunded.  He said I had to sign up again and provided a promo code, which was a nice gesture.  Well, my credit card statement came in and there are 2 charges, 6 days apart. How do I speak to someone or email a live person for response?  So far, this has not been a great intro to DocuSign :(

1273
C
Community Moderator
M
Newcomer
MRemoNewcomer
asked in Mobile
Mobile Docusign

Hello:  When using the mobile version of Docusign - using an Iphone - wondering how to get to the Docusign contacts section.  It only shows the Iphone contacts.   Thanks.  

1525
M
Newcomer
Vusal
Newcomer
VusalNewcomer
asked in Mobile
Using Customised tamplate on Ipad

Good day!! I can not use templates on Ipad that I created on Laptop, with simple customised fileds, just Text, date and signuture.it says: This includes unsupported features.Anyway to make it work? Many thanks for your help,

1599
C
Newcomer
C
Docusign Employee
Community UserLegacy User
asked in Payments
How do i cancel a subscription and request a refund?

How do i cancel a subscription and request a refund?

6297
E
Newcomer
F
Newcomer
FinanceNewcomer
asked in Payments
HELP Tax-Exempt

Hello! I work for a municipality and need to set up our account as tax-exempt. This is seeming impossible and I cannot get any assistance from DocuSign on this. If anyone knows how this is done, please help! Thank you,Ashley

2202
N
Community Moderator
A
Newcomer
Anas AouniNewcomer
posted in Payments
payment processing

Hello I have updated my card information and payment is still not going through. Funds are available. 

1100
A
Newcomer
S
Observer
SadryMokxaObserver
asked in DocGen for eSignature
Can't edit a template before sending to customer for Signing

Hi everyone,I’ve been using Docusign without pb for couple of years, without changing our way to using it : we have a few global templates saved, that we personnalize for each customer through fields filling before sending them (for ex, a general renting contract, with the rental period not filled in advance but with a field to fill in by us before sending to customer).But today, as I wanted to personnalize some fields of a contract for a customer, I can’t do it anymore : the option “review” that allowed us to fill in  fields before sending isn’t available anymore, I can only SEND or SEND LATER.Advanced options and advanced edit don’t allow any editing.Thank you for your help ! (image removed due to personal information on it)

1202
N
Community Moderator
neethujkp
Troubleshooter
neethujkpTroubleshooter
asked in IDV Premier
IDV Liveness for China

For IDV Liveness, China is not supported in the country list. Is there any enhancements coming up on the countries supported? The Service provider for IDV Liveness - Onfido supports China, as per their website.https://onfido.com/supported-documents/

1823
Hengfeng Ge
Frequent Contributor
A
Newcomer
AmalnoryNewcomer
asked in Payments
DocuSign + Elavon - Meta Data? ??????

Hi All - Anyone on here using DocuSign payments with ELAVON?  If so….what Meta Data are you seeing come thru on the Elavon side?   The Transaction ID and Name is what our A/R folks see.   With 30 branches we’d like to minimally see which branch or the the creator of the envelope the payments are for.  This helps us know who to follow up with if needed.  I haven’t had luck with other fields from DocuSign going into Elavon.  Has anyone else?  If so - any advice, screenshots, etc would be most helpful so we can get the info on the Elavon side more visible. 

1302
A
Community Moderator
N
Newcomer
nathanDNewcomer
asked in Notary
Are Docusigns notaries valid (legal) in California

We would like to use Docusings online notary services but are they valid/legal for use with Californian residents?

1531
N
Community Moderator
E
Newcomer
elyssaNewcomer
asked in Payments
Problem with date reference in a Payment Field

I need help with an issue. My payment amount is dependent on whether they are signing the contract before a certain date. If they sign before Dec 1 they are given a $250 discount on our fee of $2000. I initially made a formula to calculate the amount by using date diff. if(DateDiff( [dec1] , [date2] )>=1,(2000-250),2000) and that works for the amount but then when I create a payment field to equal that amount it says that I cannot have date references in a payment item. Please help with a solution.

1851
N
Community Moderator
P
New Voice
pcrespoNew Voice
asked in DocGen for eSignature
How to add merged rows to a dynamic table using Doc Gen Template for Word

Hi, I need to add a dynamic table to a template and I’m using the Docusign Template Assistant for Word for this purpose. I was able to create the columns and insert a row, however I have a special case, in which each row should also contain a Description and the value should be applied to a merged row. Here’s a screenshot of what I need to obtain as result: And here’s my placeholder to the dynamic table: ​​​​​​How could I add the Description?Thanks!

2052
C
Community Moderator
C
Docusign Employee
Community UserLegacy User
asked in DocGen for eSignature
Data Encryption and Security

How does Docusign DocGen for eSignature ensure the security and privacy of sensitive data during document generation?

3632
N
Newcomer

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