Business Profile

Document Scanning Services

DocuSign, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Document Scanning Services.

Important information

Customer Complaint:
DocuSign came to the BBB's attention in April 2013. A review of the company’s complaints was completed in October 2024. Complaints on file state issues with reoccurring membership charges and membership plan allowances.

BBB highly recommends consumers to review Downgrade or close your DocuSign account and DocuSign plans & pricing FAQ (near the bottom of the page) with special attention to the following:

- Will my subscription renew automatically?
- DocuSign plans & pricing FAQ
- What are ‘Envelopes’ and how do they relate to my service subscription plan?
- How many Envelopes can I send for signatures each month or year?

For additional support, please visit Help & Support.

Complaints

This profile includes complaints for DocuSign, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

273 total complaints in the last 3 years.
152 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/17/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I canceled my account on 8/20/2024, after speaking with "Iris". She advised that my credit card would not be charged when that current billing cycle was up. On 6/14/2025 i was billed $130.65 for this service that Iris canceled, and i no longer use. DocuSign refuses to give me a refund, and judging from their reviews this is common practice.
Business Response
Date: 06/17/2025
Hi ******,

Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.

I reviewed your account details internally. I can see that you are already actively working with our support team in case# ********. Support has already logged a refund request for the last renewal charge and it is being processed. Please be assured that you will receive the refund in ***** days. Your account will also be cancelled once the refund is processed.

Thank you for your patience, and we appreciate the opportunity to make things right.

Best regards,

DocuSign ****************
Customer Answer
Date: 06/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I'm not sure why it took my filing a BBB complaint for them to agree to a refund.

Sincerely,

****** ******
Initial Complaint
Date:06/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Docusign randomly upgraded my yearly account 3 months before it expired. So I was over charged $50 for 3 months. They also dont have a complaint department or a refund policy on these overcharges. It shouldnt be this hard to get an explanation for overcharges and get a refund.
Business Response
Date: 06/17/2025
Dear ****,

Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.

I have created a new support case ******** on your behalf with our support team responsible for handling such issues. Our support team will review this request as a priority and if there is any applicable refund they will process it ASAP as per our refund policy. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.

Thank you for your understanding.

Sincerely,

DocuSign ****************
Initial Complaint
Date:06/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Detailed Complaint:I maintained a paid DocuSign subscription for two consecutive years at $300 per year, totaling $600. During that time, I used the platform to upload, sign, and store sensitive business and legal documents.Without warning, explanation, or justification, DocuSign permanently closed my account and cut off all access to my files. I was not told of any violation or given any chance to resolve an issue. All of my documents covering two full years are now locked away from me.Ive reached out to DocuSign support and received no meaningful response. They have not offered access to my documents, any form of data export, or even a partial refund.This is a paid service that handled important legal documents. Blocking access to everything I paid for with no due process is unethical and possibly illegal.Desired Resolution:Restore full access to my account and all documents,OR Issue a full refund of $600 for the two years of service that were taken from me
Business Response
Date: 06/17/2025
Hi *******,

Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.

I reviewed your account details internally. I can see that you are already actively working with our support team in case# ********. Support is already working on your request to restore full access to your account and all documents and it is being processed. Support will send you an update as soon as they have the confirmation from the relevant team that the renewal payment will no longer be collected. Once they receive this approval and a confirmation from the relevant team that the system will no longer attempt to collect payment, they will complete the reinstatement process.

Thank you for your patience, and we appreciate the opportunity to make things right.

Best regards,

DocuSign Customer Service
Initial Complaint
Date:06/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was unable to cancel my account as I don't work for the company any longer and don't have access to that work email, however the email is ************************ and I incurred a $10 renewal charge that I can't get support for because I no longer have access to the account. The ** number ends in x0918
Business Response
Date: 06/16/2025
Dear *****,

Thank you for reaching out to us regarding the issue with your Docusign account. We understand your frustration and apologize for any inconvenience this has caused.

Unfortunately, we are unable to locate any DocuSign account based on the email address provided, i.e. *************************** To assist you further, we kindly request that you provide additional information such as the account number or the actual email address associated with your account that might help us identify the account in question. Please refer -

*****************************************************************************************************************************

Once we have this information, we will promptly investigate the matter and work towards resolving it.

Also the screenshot that you have attached with your BBB complaint is just a blank screen. I am not sure if it was supposed to contain any additional information. Please check.

We appreciate your patience and cooperation in this matter. Please feel free to contact us with the requested details at your earliest convenience.

Best regards.

DocuSign ****************
Customer Answer
Date: 06/16/2025

Complaint: 23472025

I am rejecting this response because there may be an account listed under the following email: ******************************** or **************************************************.
Please attempt to locate the accounts using that information and reply back as to what you find. Thanks.

Sincerely,

***** *******
Business Response
Date: 06/17/2025
Dear *****,

Thank you for providing the additional information. I was able to find an account associated with your email address **************************************************************.

I have created a new support case ******** on your behalf with our support team responsible for handling such issues. Our support team will review this request as a priority and if there is any applicable refund they will process it ASAP as per our refund policy. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.

Thank you for your understanding.

Sincerely,

DocuSign ****************
Initial Complaint
Date:06/15/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Bank Debit card was compromised in May. Docusign attempted to charge this card however, the card was canceled. I went online to cancel my Docusign account however ******************** would not allow me to cancel my account until another card replaced my canceled card. Horrible business practice.I attempted to create a ticket to receive assistance with canceling my account but the ******************** system did not allow me to create a ticket. I tried multiple times, and on multiple occasions. There is no telephone number nor an email for support. Just a system that does not work. I went online to trouble shoot but saw that other customers were experiencing the same.I changed my card to attempt to cancel but instead of cancelling, my card was charged.I want my $15.00 refunded, my account cancelled and all cards removed from the Docusign system.
Business Response
Date: 06/16/2025
Dear *******,

Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.

I have created a new support case ******** on your behalf with our support team responsible for handling such issues. Our support team will review this request as a priority and if there is any applicable refund they will process it ASAP as per our refund policy. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.

Thank you for your understanding.

Sincerely,

DocuSign ****************
Initial Complaint
Date:06/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally request a refund for an unauthorized charge made to my credit card on May 14, 2025, in the amount of $409.32.I had closed my DocuSign account, and received confirmation of this closure via email on March 5, 2025. Despite this, I was charged after the account was no longer active. This charge appears to have been made in error.I have attempted to resolve this issue by calling DocuSign customer service line, but I was unable to reach a live representative.I am requesting a refund of $409.32 to the credit card that was charged. I have attached the account closure confirmation email for your reference as well as credit card statement.
Business Response
Date: 06/02/2025
Hi ****,

Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.

I reviewed your account details internally. I can see that you logged this case ******** with our support team in March this year and you were provided the confirmation that account had been already closed. I have reopened the support case ******** and escalated this support case internally. Support will investigate to find out why your account was charged again for renewal. It seems like a system glitch on our end but support will investigate and confirm it ASAP. If there is any applicable refund support will process it ASAP as per our refund policy. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.

We sincerely regret any frustration or inconvenience this situation may have caused.

Thank you for your understanding.

Sincerely,

DocuSign ****************
Initial Complaint
Date:05/31/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
An online signing program called Docusign provided their online service to me for several years. I ordered the service based on an annual payment and annual subscription. I did not agree to auto renew the subscription automatically, especially without any notice or reminder of upcoming payments, and also without any receipts provided. This company provided no notice of upcoming payments or renewals to me. While I was still using the program, I would notice after the fact, that they charged me automatically without notifying me. I would only see the transaction on my credit card statement. I should have investigated but as I was busy using this program for my work, I got distracted and didn't follow up. I now have not used the program for several months and of course was no longer thinking about this program. Once again, I checked my credit card statement and saw they had charged me $250.80. I contacted them immediately and requested cancellation and refund. They refused to provide me a refund even though I no longer need the program and again I hadn't used it for months. Why would they insist on keeping my money for an annual subscription for the next year, that i won't be using? I have read many other online complaints about this same issue with this company not being transparent, and not providing notice of upcoming changes nor receipts. I also tried to remove my credit card information from their website and they would not allow me to delete it, even after cancelling the subscription.
Business Response
Date: 06/01/2025
Hi *****,

Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.

I reviewed your account details internally. I can see that you are already actively working with our support team in case# ********. I have escalated this support case internally to expedite it. Please be rest assured we are here to help, and we will follow up with you from the support case as soon as we have an update.

Thank you again for your patience, and we appreciate the opportunity to make things right.

Best regards,

DocuSign ****************
Customer Answer
Date: 06/03/2025

Complaint: 23400676

I am rejecting this response because: Docusign still has not cancelled the charge and processed the refund.

Sincerely,

***** ******
Business Response
Date: 06/03/2025
Hi *****,

I can confirm that refund for $240.00 USD for invoice (INV56796155) has been already processed from our end today. You should see this in your bank account in ***** business days. Hope it resolves the issue.
Sincerely,

DocuSign Customer Service

Customer Answer
Date: 06/08/2025

Complaint: 23400676

I am rejecting this response because: Once the credit is received, this case can be closed.

Sincerely,

***** ******
Initial Complaint
Date:05/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was recent charged $600 for a two seat DocuSign account when I only have one seat. In addition, I never authorized an annual reoccurring payment to their company! I reached out to the company directly a few times to try to resolve the matter directly with them, but they insist they cannot refund me but can only reply to a credit. I explained to them that they should not have never drafted any form of annual payment and as a result they are making it seem as if it is all my fault. They never should have drafted and did not even give any kind of advanced notice.
Business Response
Date: 06/01/2025
Hi ***,

Thank you for reaching out and bringing this to our attention. We understand how frustrating this situation must be, and we sincerely apologize for any inconvenience caused.

I reviewed your account details internally. I can see that you are already actively working with our support team in case# ********. I have escalated this support case internally to expedite it. Please be rest assured we are here to help, and we will follow up with you from the support case as soon as we have an update.

Thank you again for your patience, and we appreciate the opportunity to make things right.

Best regards,

DocuSign ****************
Customer Answer
Date: 06/02/2025

Complaint: 23394736

I am rejecting this response because it does not include a resolution to the complaint filed.

Sincerely,

*** *****
Business Response
Date: 06/02/2025
Hi ***,

Thank you for your update. I checked the latest update in the support case ******** that you have open with us for this same issue. It seems support has already changed your plan from Standard Annual to Standard Monthly and reduced the seats to one. However, in order to proceed with the refund on our end, we will need confirmation from you that you have cancelled the dispute with your bank, as this may result in a double refund. Please reply back to the support's email with your confirmation and support can process the refund for you.

Best regards,

DocuSign ****************
Customer Answer
Date: 06/03/2025

Complaint: 23394736

I am rejecting this response because: I recently asked to cancel both seats due to and receive a full refund due to the lack and effective communication of customer service by ********************** including the unauthorized draft. At this point my request is for a full refund in the amount of $600.

Sincerely,

*** *****
Customer Answer
Date: 06/03/2025

Complaint: 23394736

I am rejecting this response because:
Complaint: 23394736

I am rejecting this response because: I recently asked to cancel both seats due to and receive a full refund due to the lack and effective communication of customer service by ********************** including the unauthorized draft. At this point my request is for a full refund in the amount of $600.

Sincerely,

*** *****

Business Response
Date: 06/03/2025
Hi ***,
please be advised that account number ************ is your only web account on which you have been charged $600.00. We can process a refund for this amount once we have written confirmation from you that you have cancelled the dispute with the bank, and we'll verify it with the chargeback team to proceed. We need written confirmation from you that you have cancelled the dispute with your bank, as this may result in a double refund. Please provide the confirmation back by replying to support's email from the case 15342366 that was sent to you yesterday. Once we get your written confirmation we will promptly process the refund for you. Hope it helps.
Thank you for your understanding.

Sincerely,

DocuSign Customer Service
Initial Complaint
Date:05/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Been with DocuSign for 6+ years.DocuSign Tech Support changed drastically.Just had major issues with DocuSign so I called Tech Support that no longer ************ Tech Support has taken three weeks and transferred me to three different people and the issue is still not been resolved
Business Response
Date: 05/27/2025
Dear *******,

Thank you for reaching out to us regarding the issue with your Docusign account. We understand your frustration and apologize for any inconvenience this has caused.

Unfortunately, we are unable to locate your DocuSign account based on the email address provided, i.e. ****************************** To assist you further, we kindly request that you provide additional information such as the account number or the actual email address associated with your account that might help us identify the account in question. Please refer -

*****************************************************************************************************************************

Once we have this information, we will promptly investigate the matter and work towards resolving it.

We appreciate your patience and cooperation in this matter. Please feel free to contact us with the requested details at your earliest convenience.

Best regards.

DocuSign ****************
Initial Complaint
Date:05/24/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
**** of their sneaky marketing tactics I inadvertently signed up for a service. Then after painstakingly getting them to cancel the subscription, they illegally kept my credit card data (don't allow customers to remove it). then they continued to charge my card the next month. *BEST PART* I'm a "free account" user so I can't even open a case! they reserve that for paying customers (even tho they fraudulently took your money). I've made 6 different attempts to contact this company and they refuse to respond other than saying to open a case (which they willfully removed the feature on) . I've had to freeze my credit card and launch a fraud claim with **** due to their Extremely fraudulent behavior. No wonder they are not accredited. This is what they make their own customers go thru to be treated with any ethical integrity.
Business Response
Date: 05/26/2025
Dear ******,

Thank you for reaching out to us regarding the issue with your Docusign account. We understand your frustration and apologize for any inconvenience this has caused.

Unfortunately, we are unable to locate your DocuSign account based on the email address provided, i.e. ************************** To assist you further, we kindly request that you provide additional information such as the account number or the actual email address associated with your account that might help us identify the account in question. Please refer -

*****************************************************************************************************************************

Once we have this information, we will promptly investigate the matter and work towards resolving it.

We appreciate your patience and cooperation in this matter. Please feel free to contact us with the requested details at your earliest convenience.

Best regards.

DocuSign ****************
Customer Answer
Date: 05/26/2025

Complaint: 23372945

The account is under the same name but under ************************************************

Sincerely,

*************************
Business Response
Date: 05/27/2025
Dear ******,

Thank you for your providing the correct email address associated with your account. I reviewed your account details internally. I can see that you had logged case ******** to cancel subscription immediately in April'25. Support downgraded the account to free and also provided a refund for CAD(57.00) for invoice INV56422983 for April month. It seems you have been charged again in May month, Invoice INV57131782 for CAD(57.00).

I have created a new support case ******** on your behalf with our support team responsible for handling such issues. Our support team will review this request as a priority and if there is any applicable refund they will process it ASAP as per our refund policy. Support will coordinate with you directly by email from case ******** so please keep an eye out for support emails and respond to them ASAP if they request any additional information. Hope it helps.

We sincerely regret any frustration or inconvenience this situation may have caused.

Thank you for your understanding.

Sincerely,

DocuSign ****************
Customer Answer
Date: 05/31/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************

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DocuSign, Inc. is NOT a BBB Accredited Business.