I'm in catch-22: I get charged every month, but can't cancel it because the website thinks I only have free plan

Question

I have catch-22 type of an issue.docusign charges me every month, yet my account says that I am on “free” plan, so I can not cancel it and stop the charges, because their AI chatbox will only allow me to talk to human if I’m on a paid plan. Their AI agent actually understands this and wants me to connect to a human, but it looks like then it is blocked by some rule that tells it I can not chat to human because I do not have paid account. Argh. Any ideas? I’m thinking maybe of upgrading to a paid / higher tier plan and then cancelling it?

Luke.Cervantes · Answer

Hello ​@gzie,Thank you for reaching out here in the Docusign Community! That sounds like a frustrating loop to be stuck in, but we want to help you get this sorted out.To help us investigate this billing issue and look into your account status, please reply to me via private message with the following details:Your Email addressYour Docusign Account IDYour Account nameOnce I receive your private message, we will look into your account details to see how we can best assist.Let me know if you have any questions. We’rehere to help!Best Regards,Luke | Docusign Community Moderator

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