Why am I being asked to upgrade

Hello ​@Ceri,

Thanks for reaching out, and welcome to the Docusign Community!

Can you please send me a private message with your name, the email address associated with the account, and the account number so we can check this further?

Once we have this information, we’ll be able to take a closer look and assist you more effectively.

Regards,

Jenny | Docusign Community Moderator

Hello ​@Ceri,

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.

Regards,

Jenny | Docusign Community Moderator

Hello ​@Ceri,

Thank you for your message. I’ve reviewed the account details you shared. The email address doesn’t align with the account number provided. That account number is linked to a paid plan, which suggests you may have signed in with the wrong email. Please try logging in with a different email address to access the correct account.

Let us know if you have any further questions

Best Regards,

Jenny | Docusign Community Moderator

If this helped, like 👍and mark it as “Best Answer”

Hello ​@Ceri,

How are you? Favor, if the solution provided helped you, cleared things up, or pointed you in the right direction, please click Best Answer ✅ so others can find it too.

Let us know if we can help with anything else. Wishing you a smooth rest of your day! 

Best Regards,

Jenny | Docusign Community Moderator

Thank you Jenny but I dont understand why, the email that I am using is resgistered with that account number in my settings?! How can I find out another email address is linked if I dont know what it is?!

Hello ​@Ceri,

Thank you for replying to my message and for confirming the account details again. It looks like you are on the correct account. Does this issue prevent you from sending any envelopes from your account? If not, could you please try the troubleshooting steps below to check whether it still prompts you to upgrade?

• Clear your browser’s cache and cookies.

• Try using a different browser, such as Google Chrome or Microsoft Edge.

• Use Incognito/Private browsing mode.

• Attempt the process on a different device.

Let me know if you need further assistance.

Best Regards,

Jenny | Docusign Community Moderator

Hello ​@Ceri,

I hope you’re doing well. I would like to check whether the information provided helped resolve your concern. 

Please let me know if you need any further assistance. I’m more than happy to help. 

Thanks for being part of the Docusign Community!
 

Best Regards,

Jenny | Docusign Community Moderator