I am reaching out to share my terrible experience with DocuSign “support” and seek advice on accessing the non-profit discount.

In August 2025, I carefully read all the eligibility guidelines for the non-profit discount, which is verified through a third party service, Goodstack. Nothing in the instructions or on the Goodstack website indicated that a Goodstack account was necessary for them to complete the verification. The instructions from DocuSign indicate that Goodstack will reach out to you for any verification needs after you complete the DocuSign non-profit sign up (which requires a credit card). So, I applied via DocuSign, and my organization was immediately declined and charged the full amount for our account. I then began what has been an over two month journey with DocuSign “support” of trying to find out why we were denied and hopefully resubmit for approval. “Support” bounced me to over 5 different people who’s only answer was “we don’t know why you were denied, let us look into this.” In the meantime, on a hunch, I created a Goodstack account and our organization was verified in a day or two. After months of no meaningful response from DocuSign “support,” I suggested that perhaps the lack of a Goodstack account may have been the issue, and inquired how to fix it. I received a prompt reply from DocuSign “support” that obviously that was the issue, but there is no option to reapply or rectify the issue in any way. I replied outlining that there is no information saying that a Goodstack account is required prior to submitting a non-profit application and requesting that they find a way to make the situation right. I received another reply that the only way is to create a brand new DocuSign account with a different email address. This account is for a small non-profit and we do not have the option to use a different email address. 

Working with DocuSign “support” feels like slamming your head into a brick wall over and over and over again. Has anyone had success getting the non-profit discount, and do you have any advice for our situation? We are stuck with DocuSign for this year. Has anyone moved to a different esignature platform that treats their users better?

Thank you.