Paid Subscription Through Apple Showing as Free Account

Hi everyone –

I’m hoping someone here can point me in the right direction because I’m at a standstill. For the past couple of years I’ve subscribed to the $299.99 Standard Edition, paid annually through Apple. My most recent renewal was processed on August 14, 2025.

Despite this, when I log into the DocuSign app on my phone or through the website on my computer, it only shows me as having a free account. I’m worried I may have accidentally created two accounts under the same email, but I have no way to confirm since Apple only provides an Order ID, while DocuSign only recognizes customers by Account ID.

This mismatch between Apple and DocuSign means I can’t get direct support from either side: Apple tells me to contact DocuSign, and DocuSign won’t treat me as a paying customer because the subscription isn’t showing on their end. Meanwhile, I have contracts that need to go out today, and I’m stuck without access to the service I’ve already paid for.

Has anyone else run into this? Any advice on how to get my paid subscription properly recognized by DocuSign would be hugely appreciated.

Thanks in advance,
James