Account suspended in middle of negotiating renewal contract. Is this the quality of service you're providing?

And yet we have been unable to reach either support or our Customer Success Account Manager. 
 

Hi ​@tripalink,

We appreciate you reaching out to the Docusign Community, and I’m sorry to hear about the impact this account suspension is having on your business operations.

To better understand the situation and determine the appropriate next steps, could you please provide the following information via  private message:

• Email Address associated with your Docusign account:
• Docusign Account ID:
• Any existing Support Case ID, if available:

As the Docusign Community does not have direct access to account-specific details, this information will help us identify the right team to engage and guide you toward the best available support path.

Thank you for your understanding, and look forward to hearing back from you.

Best regards,

Noralynn | Docusign Community Moderator

Hi ​@tripalink,

Thank you for the time and effort you took in helping resolve the issue.

When I checked, your account is already active and should be working as expected. 

If anything else comes up or you hit another roadblock, don’t hesitate to reach out here in the Community.

Wishing you a smooth rest of your day!

Best regards,

Noralynn | Docusign Community Moderator

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Hi ​@tripalink,

I hope you’re doing well and having a great day!

I wanted to see how things are going on your end. If anything else comes up or you hit another roadblock, don’t hesitate to reach out here in the Community.

Wishing you a smooth rest of your day!

Best regards,

Noralynn | Docusign Community Moderator

We are having the same issue and all of our business is now ceased because DocuSign suspended our account.

Our rep presented a 54% increase for our renewal with all the same features and can’t explain why it’s increased so much. He’s unwilling to explain or negotiate. I haven’t been able to talk to anyone else at DocuSign. When I asked for his manager he said he’s the only one I can speak with. We’ve been a customer for over 10 years and our sister company is also a longtime customer. I’m at a loss for words at this point. We need resolution ASAP with someone other than our account executive please.

Hi ​@carmal80,

Thank you for sharing your experience, and I’m sorry to hear about the difficulties you’re facing with your suspended account and the renewal pricing. 

Unfortunately, the Community doesn’t have access to account-specific billing or contract renewal information. Since this requires review by the appropriate internal teams, we recommend submitting a Support case through the Docusign Support Center. If you are having difficulty opening a Support case, please provide the following information via private message, and I’ll be glad to help.

• Account ID:
• Email Address associate with the account:

We appreciate your loyalty as a long-time customer and hope this can be resolved as quickly as possible.

Thank you for your patience and understanding in this matter.

Best regards,

Noralynn | Docusign Community Moderator

If this helped. Feel free to Like👍and click "Best Answer."