Hello ​@Carla Lopez,

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible.

Your concerns are very important to us. However, due to the sensitive nature of billing issues, we cannot address them in this public forum. Please submit a support case so a Docusign support  can review and assist you with both your access issues and billing questions. To create a case without logging into your account, please use the section at the bottom of the page: https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

I cannot submit a case to DocuSign support because my account is a free account now and you have to have a paid account in order to submit a case. I also don’t have any issues logging in. I only need help getting the refund for the money that was charged.

I appreciate your help !

I am in the exact same situation. Cancelled before the renewal date but was still charged. Can’t submit a case since not a paying customer anymore. Support@docusign.com doesn't work anymore and no phone numbers work. So you are not alone Carla! Only difference was we were charged $1,200.

I agree this is a very deceptive business practice. Now that I know there are others in the same situation, I will talk to the attorneys in my office to see what our legal options are if we don’t get a satisfactory response from Docusign. The fact that take our money then leave us no way to contact them is unacceptable.

Hello ​@Carla Lopez, ​@Lipton Law Office
 

I’m really sorry that you are having a hard time creating a support case. Here’s the work around I highly recommend so you can create a support case for your billing issue and to be prioritized even your account is now free. Kindly follow the instructions below.
 

Please log out and go to “Get Support” page.

Scroll down to More support options then from there it will allow you to open a case without logging in to your account.
Click “I need a copy of my invoice” and provide other details.

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

Thank you I follow the steps as shown. Hopefully I will get someone to help me soon. 

Hello ​@Carla Lopez,

I hope you’re doing well.
I appreciate your patience. No worries once a support case is created an expert will be get back to you as soon as possible.
 

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

I am having the same issue. I followed the steps and you guys just sent me the invoices via an automated response. Still no way to ask for a refund for the $1,200 you charged us even though I cancelled the subscription a week before.

Hello ​@Lipton Law Office,

I’m sorry to hear that. Can I have the case number to check please?
 

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

I am having the same issue at Carla.

We cancelled our subscription. Since we are not on a paid account, we can not open a case, therefore there is no case number. 

I can provide an account number (*******)  and an invoice number (************).

Not sure how else we can say it, but you guys do not allow for free accounts (including accounts that used to have a subscription) to open cases. The only phone number is for sales only. Support@docusign.com does not work anymore.

 I would love to talk to someone in person to explain this, but posting here is literally the only method at the moment to get in contact with you guys. 

There is no case number since we no longer have a paid account and therefore can not create a case

Hello ​@Lipton Law Office,

Kindly try this option submit a support case so a Docusign support  can review and assist you with both your access issues and billing questions. To create a case without logging into your account, please use the section at the bottom of the page: https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

I made an account here to say the same thing.

Docusign tried charging me after I cancelled the subscription. Fortunately, I was able to block the transaction. Shady practices indeed. Will stay away from the platform going forward.

This has been one of the most frustrating situations I’ve had to deal with in a while. The account was downgraded the moment the subscription ended, however they still charged the money regardless even after it was cancelled. Then they make it impossible for people to contact them to demand the refunds. That’s outright stealing and extremely unethical. 

​@Ma.Cubio still no response to your “work around” to create a case. This is getting ridiculous. This is starting to feel like outright theft.

I have now disputed this with our bank and have used this conversation as evidence. We will be considering legal action as a next step. 

Hello ​@Carla Lopez,

May I know if you’re able to create a support case? If yes, may I have the support case number so I can follow up for you.

 

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

Hello ​@Lipton Law Office,

May I know if you’re able to create a support case? If yes, may I have the support case number so I can follow up for you.

 

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

Hello ​@DSAccount,

Your concerns are very important to us. However, due to the sensitive nature of billing issues, we cannot address them in this public forum. Please submit a support case so a Docusign support  can review and assist you with both your access issues and billing questions. To create a case without logging into your account, please use the section at the bottom of the page: https://support.docusign.com/s/contactSupport?language=en_US&rsc_301

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Let us know if you need further assistance with this. Thank you!

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

​@Ma.Cubio No, as we all have said before we are unable to create a support case. It would probably help if you reread the conversation before you ask us the same question again.

As soon as you cancel your subscription, you are unable to create a case. Both of your work arounds did not work. 

Hello ​@Lipton Law Office,

I’m sorry to hear that you are still unable to create a support case. You have to make sure you are not currently logged in to your account to create the case using the workaround.
If you are still unable to do create, may I have a screenshot of how you are doing it on your end?
 

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

​@Ma.Cubio This is ridiculous. 

First I tried your idea of saying a need an invoice to create a case. Your system just sent over all the invoices. No human interaction.

Then I followed your next steps. No I did not forget to log out. I filled out an “I can't access my account” form and said what the issue was in the details. I submitted Friday right after you suggested it to ​@Carla Lopez.

As you can see in the screenshots I can not create a case when logged in. 

As you can also see in the screenshots I am not logged when trying your “I can’t access your account” option.

​@Carla Lopez Support finally got back to me. Here is their email if you are still not able to reach them customersupport@help.docusign.com

Hi ​@Lipton Law Office,

Based on your second screenshot which we removed due to personal identifiable information, I’d like to ask if you’re able to click on the “submit” button?
Were you able to submit the support case?

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

Hello ​@Carla Lopez, ​@Lipton Law Office 
 

I hope you are doing well. 

I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful.

Let me know and I will gladly help you address the situation as soon as possible.

Best regards,
Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue!

I am also being charged month after month despite cancelling my account over and over also raised a case and confirmed account was cancelled then just now a new charge to my card.  How do I get a refund