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Unable to send Documents for Electronic Signature, errorcode account has been suspended

Answered
Nicole Loh
  • Description of the issue: Unable to send Documents for Electronic Signature, errorcode account has been suspended. Customer even tried logging in to DocuSign, and received an error that an invoice is outstanding. They are not a BYOE customer, all envelopes are billed via Momentus. 
  • Account name: Victoria Park Golf Club
  • Region: APAC
  • Client version: 25.12025042501
  • Steps to reproduce - unable to recreate in sandbox, only happening in LIVE:
    1. Customer logs in to environment. 
    2. Customer goes in to an event and add documents to the window. 
    3. Select documents > Right click > Tools > Send for Electronic Signature. 
    4. The electronic signature pop up window should open up, and users should be able to send documents out for DocuSign. 
    5. In customer's live environment, they are getting an error and are unable to send documents out. 
  • Observed results vs Expected results: We are expecting customers to be able to use DocuSign without an error saying that their account has been suspended due to outstanding invoice. 
  • What is the job the client is trying to accomplish: Client is trying to send documents out to clients via Docusign
  • Business impact if not resolved: Client is unable to use DocuSign as a platform to retrieve customer signatures on contracts. 
  • Links to articles where you've looked for solutions and also other steps you've taken to research the issue: There are no Zendesk cases and resolutions about this. I searched Google and it's basically pointing towards invoices not being settled. Have also told client to reach out to DocuSign support, but they do not have any invoices outstanding and they said to contact Ungerboeck (aka Momentus)
  • Link to Zendesk ticket: https://ungerboeck.zendesk.com/agent/tickets/363102

  • Local v30 URL: https://supportwebap.ungerboeck.com/VPGC_Prod_0254158758_USI_V30/app85.cshtml?

Comments

4 comments

Date Votes
  • Nicole Loh

    Cathy Herrick Would you be able to help here. I've tried looking for past tickets with this error, but have no luck. Initially thought that it's a bug with DocuSign, had Vic Park reach out to their support, but they said nothing is wrong on their end. 

  • Cathy Herrick

    Nicole Loh - if they are not BYOE then they are purchasing envelopes through us. However, Support does NOT manage subscription or invoicing for our customer's DocuSign accounts. 

    Their AM or CSM needs to review their account/contract and update wherever the DocuSign account on Momentus side is managed.  I just saw that https://ungerboeck.zendesk.com/agent/tickets/363062 was recently opened as well with what sounds like a similar result of their subscription ending, it is possible that Momentus managed multiple customers at once in a DocuSign contract.

    For additional context, I believe overall Momentus is moving away from managing envelopes for customers and towards everyone being BYOE in the future but not all Orgs have transitioned yet.

  • Michelle Siguenza

    Nicole Loh This is likely an error that is being resolved by the Docusign team. I've synced our support team with theirs to sort the issue. 

  • Michelle Siguenza

    Nicole Loh I've received an update from our CSM: 

    "Hi Michelle, 

    I have been working internally with support and other stakeholders to resolve the suspension issue and I have an update to share. We have confirmed that only the following site IDs errantly received suspension notices: 

    577808860-eu Centre International de Conférences Genève - CICG FIPOI
    575650021-eu Lille Grand Palais
    1505578226-na3 Palais des Festivals de Cannes
    1011698347-au Perth Convention & Ehxibition Centre
    1008840359-au Victoria Park Golf Park Complex and Function Venue
    1012500637-au Campbelltown Sports Stadium

    These notices were a result of an internal automated audit process by our sales operations team where subscriptions where internal billing records were incorrectly aligned - this was an internal system error which has been corrected.  We have confirmed that there is no impact to the customer's documents and accounts and their accounts are currently active and not suspended. We apologize for any inconvenience and appreciate your partnership through this process. 

    While we have confirmed that this issue has been resolved and root cause corrected, if at any point you receive additional communication around account status please open a support case and let myself and @Melissa Singleton know so we can escallate internally."

    CC: Seth Halvaksz 

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