Important information
- Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints on 4/22/24
BBB shared the findings and recommendations with Airslate, Inc.
The findings appeared to show:
Unauthorized charges: The vast majority of complaints involve customers being charged by AirSlate without their knowledge or consent, often through their linked Venmo accounts. Charges range from $20 to $180, with $96 being the most common amount.
Lack of familiarity with the company: Most complainants state they have never heard of AirSlate before and have no idea why they were charged, suggesting they did not knowingly sign up for any services.
Difficulty obtaining refunds: Customers express frustration with AirSlate's lack of responsiveness and inability to easily obtain refunds for unauthorized charges. Some report difficulty canceling unwanted subscriptions.
Possible connection to PDFfiller: Some complaints mention PDFfiller, suggesting it may be a subsidiary service of AirSlate. Several customers report signing up for free PDFfiller trials and then being unexpectedly charged by AirSlate.
Potential data security issues: A few complaints raise concerns about how AirSlate obtained customers' personal and financial information in order to process unauthorized charges.
On 7/1/24 Airslate,Inc responded to BBB with:
99% of the complaints are, sadly, related to the fact that [some] people do not understand how free trial period works as such. On our end, we did everything possible to prevent this misunderstanding: there is explicit information provided upon account registration and there is also an email sent which contains info on the free trial deadline and other important details.
Refunds with pdfFiller / airSlate can be requested in three ways:
1. Email to Support.
2. Chat online on our sites.
3. Free phone line.
https://my.airslate.com/help-center
Our refund policy is "refund no questions asked". We never object or persuade people to stay.Once any customer (current or former) requests information on how we store and share data, we put them in contact with our Legal department and they provide detailed information on this. And of course, we never share data with any third parties.
Complaints
This profile includes complaints for AirSlate, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 458 total complaints in the last 3 years.
- 115 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/09/2025
Type: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 signed up for a 30 day free trial. By second day I realized that I did not like or need their services; I contacted to cancel, repeatedly. Each time they requested I complete various steps - most of which were not successful. After 2-3 personally received emails they continue to bill my credit card and seek more information and payment.
Business Response
Date: 09/10/2025
***** hi! Apologies this is taking so long!
Account details verification is indeed part of the cancelation flow since our agents need to make sure we are canceling the correct account and upon direct request from its owner.
Please note that our Billing Support is not asking much, actually. We would need the following info:
-- the email linked to your account;
-- the date of charge and its exact amount, taxes included;
-- last four digits of the card charged (only the last four, nothing else, we don't see / don't need any other data).
Once you have this data at hand, please email it to *********************************** You can also do that over the phone, if that's more convenient for you: **************.
Or please chat online / submit a ticket here:
*********************************************************;
If you already have this data, you can actually reject this reply provided via BBB and add more information directly to this complaint, and we will take it from here.
Initial Complaint
Date:09/06/2025
Type: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.
On aug 20 airSlate did an unauthorized withdrawal on my Venmo card account of ******Business Response
Date: 09/08/2025
******* hi! Many thanks for reaching out and apologies if any confusion incurred!
On our end, your case looks as follows:
you were charged on August 20th, for the annual plan with signNow, via ****** Play. Several days later you filed for a chargeback with ******, and they arranged a chargeback on August 30th, full amount.
In other words, the amount in question has already been refunded several days ago, and this should be reflected in your Play account.
Initial Complaint
Date:09/04/2025
Type: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.
This company managed to get into my venmo account and charge me $145 for a subscription for something I have never heard before to see that there are multiple and a magnitude of other people from cleaning of the same exact thing.Business Response
Date: 09/05/2025
*** hi and many thanks for reaching out!
This case looks rather confusing on our end, to be absolutely honest.
First of, we do not have an account under the email ****************************, as submitted in this complaint.
We've checked the Venmo from the screenshot you've attached, and on our side it is linked to one account indeed. However, this account is somehow under a totally different name, not *** ******. Very different email, name starts with an A, last name starts with F. Does this tell you something?
If you are confident this is your account, please email *********************************** We would need however to ask several verification questions, sorry in advance.
Please note that this charge is currently under Venmo dispute and also, looks like your Venmo account is currently suspended. Therefore, we won't be able to refund right away and would need to wait until this is settled.
Looking forward to seeing this settled!
Initial Complaint
Date:09/04/2025
Type: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 unknown charge of $144 appeared on my venmo account on August 31, 2025. I do not have any recollection of making a purchase so I disputed it. According to Venmo, I paid the same amount last year on the same date, which I likely didn't realize because of illness at the time. That being said, I went thru emails from a year ago to see if I could find out what might have triggered the first charge, thinking that would give me some contact info or a way to manage an inadvertent subscription. I could find nothing in any emails, from four accounts that in any way reference airslate or any of the products that airslate provides (this included a thorough review of junk and spam as well). Additionally, when I tried to log into airslate, using credentials from all three of my email addresses and requesting new passwords, there was no account found. No idea how to even contact airslate and Venmo hasn't been helpful in that regard. I am requesting an immediate reversal of the current $144.00 charge (I'm not fighting for the charge from last year because I didn't notice it at the time - I'll lose money once, but not twice). It appears from a simple internet search that airslate is considered by many to be a scam, with unauthorized charges showing up, and no way to contact the company directly to request information or a refund. I can't provide an email used for the account because none of my emails worked in logging in. For reference, here are the potential emails used:****************************** ******************** ****************************Business Response
Date: 09/05/2025
******** hi and many thanks for reaching out!
Our apologies for the confusion with the account, names and emails.
Please note that you have/had an account on our site ****************************************************** under a different email, not mentioned in your complaint -- *****************************. Since all other data matches, including the Venmo request rejected, we are now proceeding with the refund.
If you need information (since you do not recall the experience) on when the account was created etc., please email *********************************** we'll present that information for you. Due to privacy policy limitations, we do not actually have access to the inside content of users' accounts (can't see what's in documents themselves), but we do have performance/activity logs. Since you've mentioned that you were sick during that time -- from our experience with many customers -- there is a probability you were editing PDF documents, such as insurance or medical forms maybe? This is a very common use case among pdfFiller's customers.
We hope you'll receive a refund very soon!
Initial Complaint
Date:08/31/2025
Type: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 have been charged $12.12 by Airslate **** on my Venmo account since December 31, 2024 on the last day of each month, so for 9 months for a service I did not sign up for, and did not authorize them to charge my Venmo account. These are fraudulent charges and need to be refunded immediately.Business Response
Date: 09/01/2025
Hello ****! Many thanks for reaching out.
This indeed looks like our monthly subscription for pdfFiller (please see www.pdffiller.com, the online PDF editor).
However, we fail to find any records for your email provided in this complaint.
Please let us know your other emails (from work, college, other email in your household which could have been used on a same computer with yours, etc.) and also your Venmo user name.
Refund is surely on the table, however, we need to find you in our system first.
Many thanks for your cooperation, in advance!
Initial Complaint
Date:08/23/2025
Type: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.
After cancelling my trial subscription in July 2025 I was billed $96 for an annual membership on 8-21-2025.Business Response
Date: 08/25/2025
****** hi! Our apologies if any confusion with the process.
On our end, the case currently looks as follows:
you were charged on July 17th for our annual plan. Refund was issued on July 18th. Looks like you received it on July 21st.
Please note that this is actually mentioned on a bank slip you've attached to this complaint. The very top line, description:
*********************************, 7/18, REFUND.
Your subscription was canceled around the same dates, so there won't be any future charges from us.
Hope this helps!
Initial Complaint
Date:08/14/2025
Type: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 was charged $96.00 by Airslate on my Venmo account. I dont recognize this charge and didnt request any service from them.Business Response
Date: 08/19/2025
Hello *******! Apologies for the delay. This case was actually pending on the Venmo side, so we had to wait for their decision.
We can see now that this dispute was resolved in your favor. So you either received a refund already, or about to receive it very soon.
If you do not recall the experience with our platform / need details on your subscription with us, please email *********************************** we will pull more details.
We hope this settles the case! Our apologies if any confusion caused.
Customer Answer
Date: 08/20/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* *****Initial Complaint
Date:08/02/2025
Type: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 never had anything to do with ********************************* - never ordered anything, never signed up for anything, etc. But charges from them showed up on my credit card repeatedly. On June 18 they entered a charge for $1.50 and on July 18 they entered a charge for $96.00. I want nothing to do with them. I have contacted Discover to have the charges reversed.Business Response
Date: 08/04/2025
***** hi and many thanks for reaching out!
The charge indeed looks like ours (our annual plan, to be precise). However, we can't find anything for the email you've provided here.
All accounts on our end (on the site **************************) are directly linked to customers' emails, and we do not have this email in our system, and never had.
Do you use other emails? At work, college, someone else at your household using the same computer, etc.
Please let us know other email options when you have a minute.
Refund is no problem at all, if you don't need the paid plan. We just need to locate the right account.
In advance, many thanks for your cooperation!
Initial Complaint
Date:07/30/2025
Type: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.
Monthly charges from Airslate are occurring on my daughter's Venmo account. She did not purchase or subscribe from Airslate, nor does she have any reason to do business with Airslate. We've confirmed that no account exists linked to her email address or phone number. Many others are complaining of similar activity with Airslate. They are scamming and stealing money from unsuspecting people.Business Response
Date: 08/01/2025
******* hi and our apologies for any confusion or inconvenience caused to both of you!
If your daughter is 18 or older, we would need to ask you/her to contact us directly. As in this scenario, you are a third party and we can't process refund requests coming from a person who has not been charged personally.
She needs to email us ************************************ and let us know the following information:
her email(s) (account on our end are linked to personal emails, this will help us find the right account), Venmo user name,
exact amounts of those charges, exact dates of those charges.
We will process that right away, no worries.
On the other hand, if your daughter is younger than 18 and is using Venmo Teen Account,
you can email us (same email as above) as her guardian and provide the same information. But this is only if she is a minor.
Thank you for your understanding!
Customer Answer
Date: 08/01/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
My complaint is with the company Airslate. The response includes contact information at *********************************** This appears to be yet another scam. I need to speak directly with someone from Airslate.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business Response
Date: 08/06/2025
*******, hello again!
You are communicating directly with airSlate now, and earlier too (through BBB here, of course).
Apologies if any confusion with the names and structure!
airSlate, Inc. is the vendor of several products, pdfFiller included.
Please have a look on our product page here:
*******************************************************;
As you can see, pdfFiller is one of document management software solutions offered by airSlate.
We've referred your daughter to pdfFiller's Support because it is their users who are mostly charged by Venmo, and we are 99% sure the charge in question is related to pdfFiller PDF editing service.
We will be waiting for her to contact us directly, and as soon as full information required for verification is provided -- we will issue a refund right away, on a same day.
(Once again, if this transaction was on Venmo Teen, you can contact us directly on her behalf).
We are hoping to see this settled very soon!
Initial Complaint
Date:07/25/2025
Type: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.
While attempting to sign up for a plan with SignNow, I clicked the Select Plan button on their website. Instead of enrolling me in the expected **************** this action **enrolled me in a completely different servicepdfFiller**which I had never heard of, had no intention of signing up for, and did not knowingly authorize. This bait-and-switch tactic resulted in an unauthorized charge.I immediately contacted support, assuming it was a simple mistake that could be rectified. Instead of assisting, the support agent informed me that I would need to contact pdfFiller separately, despite this being the result of a misleading link on the ******* website. Even after I provided ample documentation and screenshots showing how I was misled, they refused to take any corrective ********* make matters worse, pdfFiller then demanded sensitive banking information, including a screenshot of the charge on my bank statement, in order to verify the transactiondespite already having access to the payment method and transaction ID. Given that this entity has already misled me and processed an unauthorized transaction, I am not comfortable providing further personal or financial information to ******* summary, I was:- Enrolled in the wrong and unauthorized service via misleading links on the SignNow site.- Denied basic customer service and rerouted to an entity I had never engaged with.- Refused a refund or cancellation, even after immediate notice and documentation.- Asked to share sensitive banking data with an entity that has already shown questionable practices.This is deceptive, unacceptable, and appears to be a coordinated tactic to trap users into subscription billing through misdirection.Business Response
Date: 07/30/2025
****, hi again and our apologies if any confusion!
pdfFiller and signNow indeed belong to the same vendor company, however, they have separate Support team (and separate Billing Support in particular) as these are two different products that can be used separately or in a bundle.
At this point, we can only state that last four digits of the credit card (the info our Support was asking) is NOT "sensitive banking data". We would never ask for the whole sequence of digits or/especially the *** of the card. We are asking only the last four digits, and that's it. This info can never be used for further transactions or anything like that, that just technically impossible.
In any case, our Billing Support agent will be emailing you today (probably already did) to suggest the alternative ways of account verification which is required for account/subscription cancelation.
In advance, we are thankful for your cooperation.
Customer Answer
Date: 07/30/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
You are missing the point entirely.
The core of this complaint is that we were deceptively enrolled in a completely different service, on an entirely separate website, without any clear indication that we were signing up for pdfFiller. Despite promptly escalating the issue with ample documentation, your team has refused to take corrective action and instead placed the burden of your misleading signup process on the consumer.
Additionally, your claim that the requested banking information is not sensitive is troubling. When dealing with an unknown third party that we never knowingly engaged, any banking informationincluding statements or partial card numbersis considered sensitive. You do not get to decide what we consider confidential or appropriate to share.
We will be on the lookout for the alternate method of verification email from the support agent to have the account appropriately closed.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Matt
Business Response
Date: 08/01/2025
Hello again,
as per our Support logs, **** has been in direct communication with one of our agents, alternative verification method was agreed upon, all data provided, thus, the account has been successfully closed.
The information you've provided re login confusion between various products has been passed directly the development team, actually. They are looking into why and how this could have happened and how can we make the difference between standalone products and our bundle of products more explicit. We are very sorry if this looked as inaction on our end, we just do not have any new information to provide at the moment. But we assure you that your feedback is duly noted.
Re those four digits: you are absolutely right to be cautious with CC details as such, this is never extra. However, in this particular scenario, we could only confirm that last four digits alone are not a risk factor, as long as all the rest of information is not disclosed, of course. As an example, you can consider Apple Pay/Google Pay/Venmo interfaces (whatever you use). When you open those (in a shop, for example), those last four digits are on direct display, actually. Same applies to ***** *******, ****** and numerous other services. These last four digits are directly indicated on display, no cover, primarily for convenience purposes (so that you can easily mention those for identification during your conversation with Support).
In any case, this is our final confirmation that your subscription has now been canceled and there won't be any future charge attempts from us.
We hope this settles the case!
Customer Answer
Date: 08/04/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
**** *****
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