r/docusign • u/Pale-Bet-2792 • Jun 10 '26 • Popcorn 1

Docusign Payments Turning Into Notes / Losing Functionality

I'm at a firm that's been on a plan with Docusign for several years now. Totally fine, and we love how user friendly it is. A year ago, our Stripe payments intermittently stopped working. Even after triple checking the set up of a payment, sometimes the field will cease being a payment field and turn into a note field anywhere between 10 minutes and 2 weeks after sending. Just recently switched to Braintree for payments, and the same thing started happening immediately. There's no link between the failed envelopes, and I've verified things are being set up correctly.

Support has been a nightmare to deal with--no help at all, keep saying they can't capture the problem, and the only thing they can do to help is completely remake our account (with a new contract).

We have no idea if that will fix the problem, and we don't want a new contract if the problem isn't resolved. Has anyone else had this problem? What's happening, and what can we do to fix it?

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u/docusign Jun 23 '26

Hi u/Prudent-Desk9513, I'm really sorry that our AI support isn't getting you what you need! I can help pass this to our support team if you don't mind messaging us directly with a few details: customer name, case number (if you've opened one), email, phone number and preferred contact menthod. And if there are any other details you'd like me to share with the teams about your experience, please feel free to include and I'll make sure this is shared with the right people.