'Expire Trial' even though I paid

Question

I paid for a DocuSign subscription and I am not able to use DocuSign. Here is the error message “Unable to create the envelope. You cannot send once your trial has expired.” I don't have time to resolve this, its been an hour of someone telling me to “clear my cache and cookies” which I did. No one is actually helping me and I’ve upset a very important client because I could not send over documents in time.

Does anyone know what to do? I literally paid for the subscription.

Luke.Cervantes · Answer

Hi ​@evelyn7,Welcome to the Docusign Community! I’m sorry for the frustration this issue has caused, especially after you paid for a Docusign subscription and were unable to send documents to an important client. I understand that clearing your cache and cookies did not resolve the error: “Unable to create the envelope. You cannot send once your trial has expired.”To investigate your subscription and account status, please send me a message via Private Message with the following details:Account Name:Email address associated with the account:Account ID:Once we have this information, we can review the account and determine the next steps moving forward.Thank you for your patience, and we apologize again for the disruption.Best regards,Luke | 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.