How the heck do I write back to Rosalie in sales?

Hello ​@CONFUSED AND UNANSWERED,

Thank you for reaching out, and welcome to the Docusign Community!

I understand your support case was closed, and you need to communicate with one of our employees from Sales. I sincerely apologize for the inconvenience caused. Rest assured that I will do my best to help.

To better assist you, may you please share me the case number via DM? This will allow me to review the details of your case and provide the most accurate and helpful support.

I look forward hearing back from you. Thank you so much!

Best regards,

Melanie | Docusign Community Moderator

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

Hi Melanie~
I received an email today from Catherine, asking if I had questions, and I wrote her back, and there was a Docusign email attached to her name, but when I wrote her back I got the standard error message:
 

This is the mail system at host smtp-out.flockmail.com.I'm sorry to have to inform you that your message could notbe delivered to one or more recipients. It's attached below.

I truly do not understand why you make it so impossible to respond to your own people who initiate conversation with me.
My questions are on the yearly plan VS the monhtly plan.
At first look, the monthly plan seems to give me 20 more envelopes for the same price, or 40 more, if I am doing two seats.
QUESTIONS, and please answer each one, and be specific, not vague:

1. 1. Is that true? Do I get more envelopes by paying monthly?
2. If I have 20 envelopes/month and I don't use them all, on the monthly plans, do they roll over to the next month, or, if I only use 3 in a month, do I lose the other 17?
3. If I have 20/month for a month I need 35 one month, what happens? Do they pull from my total 240 envelopes (for two seats on the professional plan for one year), or do they get charged a la cart?
    

Thank you~

Dianne

Hello ​@CONFUSED AND UNANSWERED,

Thank you for getting back to me. I understand entirely the frustration, as I would feel the same way. I'm truly sorry for the inconvenience this has caused you.

I just want to let you know that monthly and annual subscription prices are different. By choosing the annual subscription, you can save more. To view the prices, you can go to the website: Docusign Pricing | eSignature Plans for Personal & Business and toggle the button to switch to the Annual and Monthly plans page. It will show you how much you can save when you purchase the annual plan. Sample for a Business Pro annual subscription will provide you with 100 consumable envelopes for the whole year, which costs $480, while the Business Pro monthly is 10 envelopes, per month which costs $65 per month.

Meanwhile, below are my answers to the questions:

1. Is that true? Do I get more envelopes by paying monthly? Answer: Our eSignature Standard and Business Pro annual plans include an Envelope allowance of up to 100 Envelopes per user per year, while monthly plans include an allowance of up to 10 Envelopes per user per month. You can save more with annual plans. Monthly plans are ideal for users who want to use Docusign for a short period of time.
2. If I have 20 envelopes/month and I don't use them all on the monthly plans, do they roll over to the next month, or, if I only use 3 monthly, do I lose the other 17? Answer: No, envelopes do not roll over for monthly plans.
3. If I have 20/month for a month I need 35 one month; what happens? Do they pull from my total 240 envelopes (for two seats on the professional plan for one year), or are they charged a la carte? Answer: If your Envelope usage exceeds your plan allowance, you will, by default, be charged the “Pay-As-You-Go” per envelope price for each envelope sent beyond your allowance. This means that for each additional envelope, you will be charged a specific amount. To avoid being charged the Pay-As-You-Go fee, you can purchase in advance additional seats/envelopes on the Plans & Billing page of your account. For the most current information on your Envelope management options, please see here. Docusign may run promotional discounts, from time to time, that will be offered through email notifications. 

For a more tailored solution, our Sales team is always available to assist you. They can easily customize our plans to reflect your specific needs. You can visit  https://www.docusign.com/contact-sales or call Sales at 1 (877) 720-2040.

I hope this is helpful. If you have any more questions or need further assistance, please don't hesitate to let us know. We're here to help. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

Now that I have paid, I find ALL MY TEMPLATES ARE GONE.

WTH?

Yup. GONE. Wow this system blows chow.

Hello! My templates are GONE.

Hello ​@CONFUSED AND UNANSWERED,

We apologize for the inconvenience. I see that your templates were missing.

Just to be clear, do you happen to have multiple Docusign accounts? If so, could you check all accounts to locate where the Templates are? You can Download Templates and Upload Templates to the other accounts.

Note: Please do not reply with any Private, Identifiable Information that cannot be discussed in a public post.

However, suppose there's only one Docusign account, and you're confident this is where you created your Templates, but none are showing under your Template folder. In that case, it is best to create a support case so a Docusign expert can check this and troubleshoot it with you. A specialized expert will contact you via your chosen channel, whether via phone (callback), email, or online comments in the Docusign Support Center. Here's how to Open a case in the Docusign Support Center. Here, you can select how you wish to communicate with Support (e.g., a callback).

Let us know if you need further assistance.

Best regards,

Melanie | Docusign Community Moderator

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

Hello ​@CONFUSED AND UNANSWERED,

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. If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Otherwise, let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Melanie | Docusign Community Moderator

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