Account Suspension FAQs

Q: Why is my account suspended?

The most common reason is that your renewal period has come up, and your credit card information is out of date.

Q: How do I update my credit card information?

It's easy! View our comprehensive How do I update my credit card information? article or check out the simplified steps below.

For the Classic DocuSign Experience follow these steps:

  1. From your DocuSign account, click your Profile image.
  2. Click Preferences.
  3. Under Account Administration, click Billing.
  4. Click Payment Methods.
  5. Edit and save your updated credit card information.
  6. Click Pay Now to pay any past due balance.

If you are in the New DocuSign Experience, follow these directions:

  1. From your DocuSign account, click your Profile image.
  2. Click Go to Admin.
    Note: If Go to Admin is not displayed, click My Preferences.
  3. In the navigation panel on the left side, under Account, click Billing and Usage.
  4. Click Edit Billing.
  5. Edit and save your updated credit card information.

Q: Your instructions look wrong. Why don't I see a place to update my credit card information?

Double check the Service Plan Name to make sure you are in the correct DocuSign account. Your email address may be associated to several DocuSign accounts, but the account suspension notice only pertains to paid accounts. If your service plan says free or trial, check the following:

  1. Click your Profile image.
  2. Click Switch Accounts, then click to select your paid account.
  3. Once you are in the right account, follow the instructions here: How do I update my credit card information?

Q: I recently joined a corporate account - why did I get a message about my account being suspended?

If you made the change in the last 2 months, then this message is likely about your old account and you can disregard it. We apologize for the confusion.

Q: What if I don't want to reactivate my account?

If you do not wish to reactivate your account, no need to take any further action and your account will automatically be closed in a few weeks. Remember to download any signed or sent documents you want to store.

If you continue to encounter problems, please log in to the DocuSign Support Center using your DocuSign credentials and submit a Support Case. If you cannot log in to the DocuSign Support Center, you can also submit a Support Case from our Contact Support page.