Payments

Hello DocuSign Community and Support Team,I am trying to purchase a DocuSign Standard Annual plan, but I am unable to complete the purchase because of a checkout error.The SAVE25 promotional code is accepted, the discount is correctly displayed, and the annual plan is correctly configured. However, when I click “Purchase / Acheter”, DocuSign displays the following error:“We cannot process your order at this time. Please try again.”I have already tried:different browsers;a different computer;an iPhone;credit/debit card payment;SEPA payment from my company bank account.The same error occurs every time.The main problem is that I am now stuck in a closed support loop.I have a valid DocuSign account and I am trying to become a paid customer, but because the purchase cannot be completed, I cannot access the normal paid-customer support process.I tried to contact DocuSign through several different official DocuSign channels, but each one leads to another channel or requires access that I cann

Hello DocuSign Community,I recently made a payment of $5,100.00 to DocuSign for an EBW General service on May 27, 2026, at 20:42:00 (Transaction ID: ******9313). The payment was processed from my B*** account ending in *4182, and the transaction was applied on the same day at 00:00:00.However, this payment has not been recognized or reflected in my DocuSign account. I have checked the transaction details and confirmed that the funds were deducted from my bank account, but the service remains inaccessible.Could someone from the DocuSign support team please investigate this issue and confirm the status of this transaction? I would greatly appreciate any assistance in resolving this matter as soon as possible.Thank you for your help!

Hi.  I have the Stripe gateway configured to accept instant bank account verification, yet every ACH payment put through the gateway gets sent to Stripe with microdeposit verification.  I’ve confirmed with Stripe that the account is properly configured for instant verificaiton, and the Docusign gateway config is also configured for that.  Using the Docusign UI.Even after I verify the account information (the customer sent me the 2 microdeposit amounts), when she goes back to the document to pay, there’s an error since there’s no payment amount - see the attached discrepency.

Today I have spent over 3 hours in various tried logging in to access payment methods and pay the bill - no luck, no access.  Engaged in several Chats each took over 30-45 mins, made several phone calls - lines were all static, and then another Chat asking for a link to pay my bill!  Told there was no link and wanted me to screen shot an earlier/closed chat and send it to them. Are you still in business?   

I had sent more enveloppes than my account allowed so the request was to pay 39 euro's to make it right. I wasnt aware that I had actually switched to a monthly and more expensive subscription. I went into labour not long after and now returning to the account i see ive been billed for the past 10 months while not using the service. I cant seem to get a hold of a person to just explain the situation as this doesnt follow the standard automated scripts for refunds.Please help

Payment is not displaying as an option in my admin integration and I am not able to connect my payment gateway. I have a business pro account. 

Good afternoon,I couldn’t find an option on the website to update the company name on the invoice.Could you assist me with this? I need to update the invoice to reflect the name VZ ADTECH OÜ instead of Grogu Media Solutions (previous company name).Thank you in advance for your help!Best regards,

I have been trying to get the CC information changed and I am still having problems.  I have requested a call from support, which I have yet to receive.  I’ve been doing this for 3 weeks now with no luck.  How can I get someone to call and talk to?  The emails back and forth are very frustrating, as it hasn’t helped yet. Thank you.

I want to cancel and cant find how. How do I cancel?  

I have a task in my account that is a scam, how do i delete it? It states PayPal needs to review my security data, but my PayPal account is just fine.

If I have a production account (A) with an application called X, and another user’s production account (B) grants user consent for app X, then who is responsible for billing if requests? Is it the account under which app X is listed, or the account being impersonated?

I suddenly realised DocuSign were charging me for an unused account for 7 months using a backup payment method I was not actively using or checking.This occurred as I was never sent any invoices or bills so did not realise this was the case where normally a company would communicate with their customers and this would have avoided this issue entirely.After being told conflicting information where every time someone different responds to your email and initially being told I would get a curtesy refund I was then refused one with reasons varying from the fact I had complained to the bank (which I hadn’t at that point) to my account being ineligible for refunds so it’s hard to know what to believe.Emails to staff at the company go ignored and then the same people then email me with marketing emails a few days later wanting to sell me more stuff and continue to ignore customer service emails. Now I am just trying to obtain an invoice showing the charges that were taken and I can’t even get

I’m having a problem performing a signature on a very important deal and I can get ZERO help with it. I ended up paying for one full month of pro membership so I could create a case for the problem and it STILL says I am unable to open a case with my current plan.AND I can’t find anyway to email anyone about it!?!?!?!This is insane! HEEEEELLLLPPP!!!!

How do i cancel a subscription and request a refund?

Hello! I work for a municipality and need to set up our account as tax-exempt. This is seeming impossible and I cannot get any assistance from DocuSign on this. If anyone knows how this is done, please help! Thank you,Ashley

Hello I have updated my card information and payment is still not going through. Funds are available. 

Hi All - Anyone on here using DocuSign payments with ELAVON?  If so….what Meta Data are you seeing come thru on the Elavon side?   The Transaction ID and Name is what our A/R folks see.   With 30 branches we’d like to minimally see which branch or the the creator of the envelope the payments are for.  This helps us know who to follow up with if needed.  I haven’t had luck with other fields from DocuSign going into Elavon.  Has anyone else?  If so - any advice, screenshots, etc would be most helpful so we can get the info on the Elavon side more visible. 

I need help with an issue. My payment amount is dependent on whether they are signing the contract before a certain date. If they sign before Dec 1 they are given a $250 discount on our fee of $2000. I initially made a formula to calculate the amount by using date diff. if(DateDiff( [dec1] , [date2] )>=1,(2000-250),2000) and that works for the amount but then when I create a payment field to equal that amount it says that I cannot have date references in a payment item. Please help with a solution.

Upon my renewal date, I received a notice that my credit card number previously used, was no longer valid ( I reported a card stolen earlier that year). I decided to downgrade my subscription as I was not fully utilizing this particular plan. So I chose a lesser (paid) plan and entered my new credit card number. It automatically charged me my more expensive, previous plan on this new credit card number. I’ve contact Docusign several times to reverse this and enroll me into the lesser plan. I am getting a major runaround and being asked to send them an email stating, I understand their refund policy and they will “consider” my changes. Has anyone else experienced such a difficult and un-customer friendly process as this? What can be done here?

We recently upgraded out plan to be Intermediate API Plan, which should give us access to 100 envelopes per month - however when I log into my account it says im out of envelopes - how would i resolve. 

Hello,We are collecting payment after someone signs an envelope using the Stripe gateway.Someone’s payment was declined and we think it might be because the credit card is issued with a different version of her name.If this is possible, is there a way to provide the name that is on someone’s credit at the time that they select the payment? It seems cumbersome to ask someone what name is on the credit card (or bank account for ACH) before sending them the Docusign envelope. Thank you.

I am trying to make a card payment on docusign but the following error massage shows up: "unable to authorize payment, try again later". Please help resolve this.

Integration of docusign and stripe, who can help you figure it out. The point is that after the purchase, the client receives a letter to familiarize himself with the offer and the rules of the course

Hi everyoneI just paid for an annual subscription for Docusign and plan to claim the cost from my employer. I can see the invoice, but not a receipt acknowledging the payment. Can anyone help me find this? Dave 

I am new and would like to pay my deposit.  I was approved yesterday but need help on where to go.  It was due today and no luck so far.Please call me and provide me with instructions.  You already sent me one set of instructions but that was of no help.  The money was due today for unit #214