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Payments

Find answers to your Docusign Payments questions.

  • 46 Topics
  • 131 Replies
46 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

114
M
Community Moderator
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.

386
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,

131
R
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?

292
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.

98935
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?

502
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.

1996
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

643
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!!!!

632
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 :(

933
C
Community Moderator
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?

4157
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

1482
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.

780
A
Newcomer
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.

952
A
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.

1561
N
Community Moderator
R
Newcomer
RYDNewcomer
asked in Payments
downgrading subscription

Upon my renewal date, I received a notice that my credit card number previously used, was no longer valid ( I reported a card stolen earlier that year). I decided to downgrade my subscription as I was not fully utilizing this particular plan. So I chose a lesser (paid) plan and entered my new credit card number. It automatically charged me my more expensive, previous plan on this new credit card number. I’ve contact Docusign several times to reverse this and enroll me into the lesser plan. I am getting a major runaround and being asked to send them an email stating, I understand their refund policy and they will “consider” my changes. Has anyone else experienced such a difficult and un-customer friendly process as this? What can be done here?

552
N
Community Moderator
S
Newcomer
SonarNewcomer
asked in Payments
Issue with billing plan

We recently upgraded out plan to be Intermediate API Plan, which should give us access to 100 envelopes per month - however when I log into my account it says im out of envelopes - how would i resolve.

613
N
Community Moderator
J
Newcomer
js csjNewcomer
asked in Payments
Signer payment declined because name doesn't match

Hello, We are collecting payment after someone signs an envelope using the Stripe gateway. Someone’s payment was declined and we think it might be because the credit card is issued with a different version of her name. If this is possible, is there a way to provide the name that is on someone’s credit at the time that they select the payment? It seems cumbersome to ask someone what name is on the credit card (or bank account for ACH) before sending them the Docusign envelope. Thank you.

462
N
Community Moderator
A
Newcomer
AmatiakashNewcomer
asked in Payments
unable to authorize payment, try again later

I am trying to make a card payment on docusign but the following error massage shows up: "unable to authorize payment, try again later". Please help resolve this.

1642
A
Community Moderator
K
Newcomer
Kris86Newcomer
asked in Payments
Integration of docusign and stripe

Integration of docusign and stripe, who can help you figure it out. The point is that after the purchase, the client receives a letter to familiarize himself with the offer and the rules of the course

462
N
Community Moderator
D
Newcomer
DavePNewcomer
asked in Payments
Receipt for subscription payment

Hi everyone I just paid for an annual subscription for Docusign and plan to claim the cost from my employer. I can see the invoice, but not a receipt acknowledging the payment. Can anyone help me find this? Dave

1102
N
Community Moderator
J
Newcomer
jeanneparsonsNewcomer
asked in Payments
Pay my deposit

I am new and would like to pay my deposit. I was approved yesterday but need help on where to go. It was due today and no luck so far.Please call me and provide me with instructions. You already sent me one set of instructions but that was of no help. The money was due today for unit #214

234
N
Community Moderator
W
Newcomer
woodbineNewcomer
asked in Payments
Using DocuSign with Stripe

I have a SaaS product which already uses Stripe, I want to offer users the option to pay by invoice, so I added DocuSign to Stripe and I’ve created a template, but I can’t work out how to set up the workflow where a user clicks on a “pay by invoice” button is given the DocuSign order form. Ideally, I’d like to use a web form, but there’s no obvious pathway for managing these features and the documentation seems to be all about hitting the SEO algorithms rather than helping users. Do I have to use the DocuSign API for this process?

3122
C
Community Moderator
H
Observer
Harillia FerreiraObserver
posted in Payments
Plan values ​​for GBP currency

I have been waiting for about 2 months to hear from DocuSign support so that a salesperson can contact me. We need to look into a personalized plan for our company and discuss charging the plan value in pounds. Could you please tell me how I can proceed with this request and speed up the process?

180
H
Observer
A
Newcomer
Antonio VNewcomer
asked in Payments
Requesting an Invoice in Mexico.

For those who live in Mexico. How can I invoice for the SAT my annual purchase that I made? I appreciate your help.

522
N
Community Moderator

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