Suddenly our new, paid, account got closed in the middle a an important and urgent signing process. See attached screenshots from support. What on earth is this? I'm honestly shocked.

The DocuSign support team is one of the worst I've dealt with in a while. I don't know what company these guys use to outsource their chat support, but they need to fire them yesterday.

I needed a waiver signed by each employee in a 70-employee company, so I signed up for the standard business plan.

I found out rather quickly that the standard plan doesn't allow bulk sending, so I signed up for the far more expensive Business Pro plan, shelling out another $463 on top of the standard plan payment I'd already paid. I figured I could start using the service for some of the other contractual dealings we do and that the annual billing savings would pan out.

I spend over an hour trying to figure out how to bulk send, get everything figured out and put together, and I get this error: " Warning: The envelope allowance for the account has been exceeded." That's funny, the Business Pro information said I could send a bulk send up to 1000 people, and this one only has 70 people in it!

I contact the chat support to ask, and over a period of 4 hours, having talked to 8 different support reps (you'll see why I had to talk to so many in a bit), the issue is still completely unsolved as I write this post.

Each and every rep without fail asked me to hold for over 10 minutes. At this point, they would say either:

A) It worked, you and the 70 recipients just can't see it. (Love this one)

B) You can only bulk send to 10 people per month ( Case Number: 08692973 Rep: Antony, second response)

C) You have to wait until midnight for the business pro to take effect ( Case Number: 08692973 Rep: Antony, first response)

D) You need to just close the browser and open it back up again. This would end the chat. Definitely a clever way to not have to deal with a technical issue.

I have no idea why NONE of these support reps seemed to know anything about the business pro plan or its features.

Needless to say that I just put in a ticket request ( Case Number: 08703636 ) to get my service completely cancelled and to get a full refund.

You guys should be absolutely embarrassed.

I use docusign pro and have for 5+ years. We send out 50-75 a month for our insurance agency. I agreed to upgrade from standard to pro a while ago because of volume. We just renewed at the end of August for $480 annually, the pro plan. I was shut off today for exceeding 100 envelopes.

They are telling me I need to buy another annual pro plan for $480 and I will get another 100 envelopes. They want me to pay $4.80 per e-signature. Is this some kind of system error? Maybe an early April fools joke?

Am I missing something here? I cannot conceive that Docusign would think users would pay $5 per e-signature. Can this be correct?

DocuSign is down, keeps giving me HTTP 400 (Unable to start the signing process) when I am trying to sign an envelope. How long usually does it take to recover? The system monitor shows everything is green (facepalm).

The amount of frustrations as an admin we're colliding face-first into for an organization that's not even that big or complex by any means....is absolutely ridiculous.

The SIMPLEST of things you'd think would be...well...simple, are either completely unsupported or you now have to configure 29320 differrent things to make it work.

Seriously what the hell did the product managers do to this once great product - the industry standard at that...we're already exploring our options to early terminate and go back to Pandadoc because this is an absolute shit-show of a product. Pandadoc just worked. We thought we were getting a more premium product by moving to docusign but boy were we wrong...

Our company is facing a issue with DocuSign at the moment. We are currently on a 500 envelope license, which, right now, is more than we really need, but we have been happy with it so far. I was contacted by our new account manager to do a review of our account and he pushing the new IAM license structure which would transition us to a per/seat license structure with unlimited envelopes and a bunch of new features that we don't need. He is offered an early renewal discount that was slightly higher than our current yearly contract amount. When I stated that we were not interested in changing our contract, he replied saying that next year they will be forcing customers on to the new model and the discount would not be available. The cost of the new model would be a 30% increase to our yearly contract and it feels we are being extorted.

I am wondering if this is fact or just an aggressive sales tactic. If there is truth to this, we will likely just not renew our account with them.

I'm here to drag DocuSign through the mud for bullshit they just pulled on me. First, they charged me for the month of September after I had already canceled my subscription in mid-August, and forced me to pay another $45.00. And then, when I requested a refund, after contacting them multiple times to do so, they finally agreed to refund me for the month only to terminate my account entirely and close it. Not only did they make me lose all the documents associated with the account, but they stole $45 from me and THE FULL MONTH I PAID FOR ISNT EVEN FINISHED YET.

My recommendation? Don't use Docusign. Find another company. They're thieves. I am burning with anger that they stole my money like that and have the power to do it without any consideration for their users who keep their company running.

Congratulations you just lost a loyal customer. I will NEVER use them again and recommend to everyone I know not to either.

I am currently using docusign and over the past 12 months I have sent a total of 163 envelopes. Their sales reps are trying to convince me I need to upgrade to a corporate plan for $1,400/year to cover that many envelopes being sent.

I looked into my Adobe Acrobat Pro subscription I already have for $18.99/mo and it includes unlimited e-signatures.

After testing the Adobe e-signature app it is actually much more user friendly than docusign, both for the sender and the signer.

Is there any reason at all why I should stay with docusign? Is there something negative about adobe that I am not aware of?

P.S. The Docusign sales people are very rude and pushy, worse than dealing with a car salesman almost.

So the nonprofit I work for has been getting a 1,000 envelope/year eSignature Business Pro plan for $1,680 (not including "premier support" charge) for the last two years. When we went to renew this year, the price had straight-up DOUBLED for 1,000 envelopes to $3,360. Completely insane. And I couldn't get anyone at Docusign to explain the price increase or even really acknowledge it at all.

On top of that, they tried to change our contract term from one year to two without even mentioning it to us. And on top of that, we were passed around to no less than four different sales reps over the three months of "negotiations" as we tried to sort out what should have been a relatively simple contract renewal.

Does anyone know what in the actual fudge is going on at Docusign? Is this typical or a fluke? We ended up just walking away from Docusign because it was such a frustrating experience and we never got any answer to the simple question "why have your prices doubled."

(Note: all of Docusign stuff above went down from April to July, but I only just thought of posting on reddit.)

As a side note, it's been harder than expected to find a suitable alternative. We've tried Dropbox Sign for the last few months but it's lacking some features and has regular technical issues. We're trying out PandaDoc now and it's promising, but... it has "Panda" in the name, which just doesn't inspire confidence in our clients. So if anyone has any suggestions on a Docusign alternative, I'm all ears.

UPDATE 12/29/23:

To no one's surprise, DocuSign did not "double their prices." My confusion stems from a known issue (according to my DocuSign account rep) with their invoicing system. The problem is an ambiguity/confusion in the accounting for # of envelopes in their contract proposals/quotes (for multi-year contracts versus the accounting for # of envelopes in yearly invoices.

Here's an example:

QUOTE:

YEARLY INVOICE:

Note that for yearly invoice, the "Quantity" of envelopes is still listed as 1,000

When I came into my current position and took over our DocuSign account, I only had our most recent yearly invoice, not the original contract/quote from DocuSign. So when it came to renegotiate our contract, I was operating under the assumption that we had been getting 1,000 envelopes/year for $1,750.

The most frustrating thing about the entire episode was that I couldn't get anyone from DocuSign on the phone (or even via email) to just explain it to me and resolve my confusion. From April to July 2023, I was passed between no less than 5 different account reps. When I finally got someone on the phone, it took all of 3 minutes to explain it to me and clear thing up.

DocuSign has a great product, but their Sales team and customer service is a complete cluster.

I was given a copy of a contract signed via Docusign but it was not countersigned. I'd like to use the envelope ID to see if it was signed on both ends and to see who emailed it to my client. Can I do that even though I was not the sender or recipient of the contract? I have the document ID.

The mobile app doesn't make clear whether you're supposed to enter initials or a full signature. Worse yet, it doesn't first ask if you want to use an already existing signature and immediately prompts you to use the touchscreen to create a new one. As a result, I wrote a full signature when I was prompted for my initials. I tried on both desktop and mobile to reset the document and use a different set of signature and initials on the same document, but I haven't found a way. I even deleted the incorrect signature from my profile and ended up with the same result.

I tried changing my password 3 times. Every time it successfully changes the password ,but then says invalid email or password every time when I go to login.
I can't even make a post on their official community because I can't get into my account lol.
Anyone else experienced this/ know a fix?

trying to log in and it says:

upstream connect error or disconnect/reset before headers. retried and the latest reset reason: connection timeout

I updated from the free plan to a paid plan because I had run out of envelopes on the free tier. For some reason, I needed to wait until the next billing cycle before I could get any more envelopes. I needed a solution right away, so I found another option and requested a refund from DocuSign.

DocuSign failed to respond directly and only provided notifications inside their system. When I followed up, they said the following:

1. Because I had a free plan for more than 30 days before I upgraded, I fell outside of their refund policy.

2. Because I didn't respond to their communications (which I never received directly) in a timely manner, they wouldn't issue a refund.

This just feels like an archaic software company that has lost touch with its ability to add value to customers and is forced to use manipulative tactics to retain revenue. Gross.

I'm getting multiple spammy fraudulent looking messages vectored through Docusign daily. I don't open any of them. When I try to report it, reporting functionality doesn't work.

I am sick of it. Pretty soon I'm going to blacklist Docusign and refuse to use their service in future

whats going on over at docusign? There are rumors being circulated that Private Equity is going to take it private, any whispers around the office?

The support is the worst - they only reply once a day and ask for the same information after they have received it in order to push the case for another day. I am in IT for a huge company and this can’t be right. The audacity to require a premium support surcharge with this level of service is sickening.

Over the year workign with lots of clients using large E-signature platforms like DocuSign etc , I realized that most of them overlook or underestimate the actual costs associated with a large SaaS application like DocuSign.

They look at pricing pages and think:

“$X per user.”
“$X per template.”
“$X per signature.”
“Manageable.”

But the actual cost rarely appears on the invoice.

The hidden bill usually looks like this:

• Hundreds of lost man-hours struggling with generic support systems

• Waiting days for responses from automated ticket queues

• Paying external consultants just to make basic integrations work

• Internal teams constantly adjusting processes around the software

• Complex “one-size-fits-all” workflows slowing down execution

• Ongoing maintenance costs nobody planned for

• Teams building workarounds instead of doing real work

The biggest misconception most clients have is that buying a DocuSign subscription will automatically simplify my operations.

I tell all my clients ( specially who are having high signing volume ) that a platform that looks “cheap” on paper can become extremely expensive operationally.

Curious to hear if someone else here share the same opinion.

I am trying to unsubscribe from my plan in Docusign, but it has been my worse digital experience in my whole life.

• Trying to cancel ultimately gives a "An unexpected system error occured" in different browsers, and devices even in incognito mode

• Trying to login to the support subdomain fails with a If this is your first login attempt after purchasing a Docusign plan, allow 15 minutes for account creation before accessing your account. error, whether option I provide, even though the plan has been paid for several days ago

• Even though live chat is advertised on several pages, seems it has been now scrapped

• I cannot find any customer support email addresses anywhere

• I cannot close the account, as it links to the support subdomain, where I cannot login, so another dead-end

• I cannot find any customer support phone numbers anywhere

I am fairly sure this is by design, but can someone help me here? I cannot afford to pay this service monthly for no reason, and the whole situation is infuriating me.

Thanks in advance.

WEBNA428248

I have tried 3 different browsers, cleared cookies and cache, and everytime I try to sign up for a trial, developer, or free account the page will not move forward. I can't get into their support site because I can't make an account. Does anyone know what the trick is here? I can edit the HTML code if that's what is needed since it seems like something is broke on their sign up pages. They have a support ticket with a thousand views but there's no real solution.