Conversation Starter

Solved

Unable to start plan upgrade

Forum|Forum|9 months ago
November 14, 2025
7 replies
140 views

Hello,

I’ve got 3 days left in my docusign trial, and am trying to proceed with purchase.

I hit the “we’re having trouble processing this request, and there’s “unknown error” in the logs.

Best,

Elias

Plan and Billing

Best answer by Ekrekr

What worked in the end was going through a different pricing flow, via the homepage rather than in the app.

J

Jenny.Martin

Community Moderator

Hello @Ekrekr,

Thanks for reaching out, and welcome to the Docusign Community! We understand that you’re experiencing issues upgrading your plan due to an error, and we apologize for the inconvenience.

Could you please try these troubleshooting steps?

1. Clear cache/cookies
2. Try different browser(s)
3. Incognito
4. Different device
5. Different Internet network such as on a mobile device using data with Wi-Fi disabled.
6. Try using VPN, or if on one already, disconnect from VPN and try again
7. Attempt different payment method/card

If you require any further assistance, please don't hesitate to reach out. Thank you!

Best regards,

Jenny | Docusign Community Moderator

If this helped, like 👍and mark it as “Best Answer” so others can find it, too!

E

Ekrekr

Author

Conversation Starter

Hi Jenny,

I have done all these generic troubleshooting steps, and still the same issue.

Can you view the actual error log that’s happening on the server? You shouldn’t be throwing “unknown error”.

Elias

J

Jenny.Martin

Community Moderator

Hello Elias,

Thank you for the update, we’ve confirmed the issue and our engineering team is actively investigating under ticket ID [PLG - 56323]. We know how disruptive this can be and really appreciate your patience.

If you'd like to stay in the loop, we suggest opening a support case and referencing the ticket number so you get notified of updates:
👉 Open a Support Case

Here if you need us!

Sincerely,
Jenny | Docusign Community Moderator
If this helped, don’t forget to click “Best Answer”!

J

Jenny.Martin

Community Moderator

Hello Elias,

Thank you for your reply.

To further assist and to protect your privacy in this public forum, may you please send me a private message with the following information:

Name:

Account Number:

Email linked to the account:

Looking forward to your update. Here if you need us!

Sincerely,

Jenny | Docusign Community Moderator

J

Jenny.Martin

Community Moderator

Hello @Ekrekr,

I hope you are doing well. I want to confirm if you need further assistance. Feel free to let me know, and I will gladly help you address the situation as soon as possible.

Best Regards,

Jenny | Docusign Community Moderator

E

Ekrekr

AuthorAnswer

Conversation Starter

What worked in the end was going through a different pricing flow, via the homepage rather than in the app.

J

Jenny.Martin

Community Moderator

Hello @Ekrekr,

Thank you for the update. Glad to know that the issue is resolved. You can mark your answer as Best Answer to help other users with similar inquiries and improve its visibility.

Should you require any additional assistance, feel free to reach out. Thank you!

Best Regards,

Jenny | Docusign Community Moderator

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You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.