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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 cannot obtain:
1. DocuSign checkout / purchase website
This is where I am trying to purchase the Standard Annual plan. The SAVE25 promotion is accepted, but the order cannot be completed.
2. DocuSign Support Center
I went to the official Support Center to report the checkout problem. However, the support system requires me to log in/access the appropriate support area, and I am unable to proceed to create the case.
3. DocuSign support chatbot
I contacted the DocuSign chatbot from my account and explained the entire problem. The chatbot confirmed that my account exists and asked whether I wanted help with the purchase issue. I confirmed that it was the correct account.
However, the chatbot then explained that live-agent support is only available to paid customers and directed me back to the process for creating a support case.
This creates a circular problem:
I cannot become a paid customer because the checkout does not work → I cannot create the appropriate support case because I am not yet a paid customer → I am directed back to the support process → the support process requires access that I cannot obtain.
4. Email
I also contacted the DocuSign email address that was provided by the DocuSign website/chat for purchase-related feedback:
websitebuyfeedback@docusign.com
I received an automatic response directing me back to the DocuSign Support Center. I have not yet received a response from a human support specialist.
5. DocuSign Community
I am therefore posting this question here because this appears to be the only remaining official channel where I can explain the problem publicly and ask a DocuSign moderator to help me reach the appropriate support team.
I have also found DocuSign Community discussions where moderators explain that customers who cannot open a support case can use the “I can't access my account” / “Other Issues” route to submit a request without logging in. However, in my particular situation, the issue is not that I simply forgot my password or cannot access my account. My account is accessible. The problem is that I cannot complete a purchase and therefore cannot access the appropriate support channel for this purchase problem.
I have tried the available options from both a computer and an iPhone, so this does not appear to be simply a browser problem.
Could a DocuSign Community Moderator or DocuSign Support specialist please help me break this support loop and connect me with the appropriate team that can investigate the failed checkout/purchase attempts?
I would also like to make sure that the SAVE25 promotional discount remains available, since the code is accepted and the discount is displayed correctly during checkout.
For privacy reasons, I have intentionally not included my personal name, account email address, account number, company details or payment information in this public post.
I can provide all account and purchase details privately by Private Message to a DocuSign moderator or support representative.
Thank you.
