Skip to main content

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 that from my account and I now can’t even seem to log a case to ask for one so am posting on here in desperation.

For an e-document management company they seem to fail on so many levels where even getting support or an invoice is made very difficult. I thought it was a legal requirement to send you an invoice before charging you.

I half expect this to get deleted.

Hello ​@robinwilson16 ,

Welcome to the Docusign Community and thank you for posting your concerns!

I’m sorry to hear about your unfortunate experience.

If the system does not allow you to open a normal case (using “Open a case”), there is another option, “I can’t access my account or invoices”, which does not require you to login to your account: Open a case in the Docusign Support Center

Please view the below screenshot:

When clicking the option it should give you the following screen which will allow you to create a case without the need of logging in:

Support would be the only ones that can provide you with your Invoices, provide a refund if eligible and close the account/downgrade to prevent any furher unwanted charges.

Let us know if you need further assistance with this.


Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!


Thank you I have tried this and hopefully I will now get the invoices.

Normally invoices for a product or service are sent to you when you are charged so to get no form of communication at all over the half a year I was being charged does seem unusual and the fact they make invoices difficult to obtain and not just available to view by logging in.

Really I feel they should inform you if switching to a backup payment method and each time a payment is taken and a subscription renews.

To be refused a refund for a service I have never used, incurring no cost to them, does seem rather anti-consumer, especially as it could have easily been avoided had they communicated better, or at all!


Hello ​@robinwilson16 ,

Thank you for reaching back.

You are correct, once you reach Customer Support, please have them check if the email for the invoices is the right one.

Let us know if you need further assistance with this. I hope you have a good day!


Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!


Reply