DocuSign review: Docusign breach of contract – envelope limit issue and unresponsive support 1

I have been a customer of DocuSign under the Basic API plan, for which we have paid to receive 40 envelopes per month. Since October 24, 2024, we have experienced a severe bug that restricts us to sending only one envelope per month. Despite raising this issue repeatedly since mid-January 2025, DocuSign’s support team has consistently provided generic, standard responses that do not address our problem.

One response stated, “This is because you are accessing a regular account. You can try accessing your API account, and you will see all the available envelopes.” This response is completely unacceptable, as we are already using our API account and are entitled to 40 envelopes per month. We have asked repeatedly for a resolution or, at minimum, a temporary adjustment of our envelope limit to 40 per month until a permanent fix is implemented.

Not only is this bug causing significant disruption to our business operations, but the ongoing lack of substantive support is also extremely disappointing. We have been ignored repeatedly, with responses coming only once or twice a week and often being nothing more than formal replies. This behavior not only breaches our contractual agreement but also reflects very poorly on DocuSign’s commitment to customer service.

I am posting this complaint to demand immediate action, an escalation of our case to senior management, and the restoration of our contracted envelope limit. We expect DocuSign to honor our agreement and provide a prompt resolution to this critical issue.