I changed docusign plan and paid ; but my account is suspended because they eep trying to charge for the older plan on an expired card; Help - that's extortion

Hello ​@J Mack,

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

I understand your concern about the account being suspended. I sincerely apologize for the inconvenience and let's work together to sort this out.

Are you able to send me your email address, account number and case number via personal message please? This would help us review the case and escalate it to the correct team. Please do not reply here with any Personal Identifiable Information as this is a public forum.

I am looking forward to your update. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

Hello ​@J Mack,

Thank you for providing the information I requested. 

Currently, we do not have any option to merge accounts. I sincerely apologize. Can you kindly confirm if you can switch accounts? 

1. Select your profile image to show the account actions menu. The account listed below your image is the current one in use.

   

2. Select Switch Account.

Hello Melanie; I do not have the switch account option.

I found out that when I clicked on the new plan to switch to it seems Docusign created a whole new different account but still with the same email- but the password was different.

I typed a slightly different password and it logged into the other Docusign ID which the payment was attributed to (don’t know how or why) .

Now when I log into that one I see only 4 old signing documents but don’t have all my templates like in the other one.

I have not used any of the monthly limit envelopes in the new plan; can you please remove the plan from the newly created docusign account (#100 account in the private message) (It seems to have mixed it up) and transfer/ update the plan on the docusign account (#738 in the private message) which I tried to switch from Real estate plan to the E personal one  ($184)  Personal - Annual.

I provided you with both of the Id’s 

The main one that should have gotten the change was the one what begins with #738 (which is the one that shows the suspension message - please can this be removed? and the plan I paid for attributed here instead and removed from the other account)

The one that docusign incorrectly upgraded was the ID that begins with #100

The main reason is I have most of my things in the other one including my templates and previous contacts.

Thank you.

Hello ​@J Mack,

I received your message. I appreciate the update.

For security purposes, we can only provide general information. Per Community guidelines, please contact Support directly for Billing Inquiries. Community Code of Conduct. I sincerely apologize for the inconvenience.

To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case". Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center.

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

I appreciate your patience as we work through this process. If you encounter any issues while creating a case, please don't hesitate to let me know. Thank you for your understanding!

Best regards,

Melanie | Docusign Community Moderator

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

Hello ​@J Mack,

I hope you are doing well.

If you found my response to be a useful solution to your question, could you please click the "Best Answer ✅" button at the bottom of the post? It helps other community members who might have similar questions. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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