Usage Fee Failures

When a fee collection fails, you will no longer be able to sign billing documents and will experience a block on the Send to Signer step of your Billing Workflow. A Resolve fee issue task displays under the Administrative Tasks section of your Home page and message about the failed fee collection displays on the Usage Fees and My Organization Profile pages.

Once you correct and update your payment information on the Banking Information section of the My Organization Profile page and the fee collection successfully processes, you can continue to use application uninterrupted.

Notes:

When paying your usage fee with a bank account via ACH, it may take three business days for the fee collection to process. You will not regain full access until the fee is successfully collected.
Fees are contract specific. Only contracts in which a usage fee failed are put on a Send to Signer block.

To correct your billing information:

Navigate to the My Organization Profile page.
Either:
- Click Organization Profile from under your organization name at the top of any page.
- If you see a Usage fee collection failed dialog box upon logging in to the application, select the Update Bank Information button from the bottom of the dialog box.
A Verify Identity dialog box displays.
In the Verify Identity dialog box, choose how you want to receive your code for two-factor verification and select the Next button.
Enter the verification code and select the Next button.
The My Organization Profile page and an Update Bank Information dialog box display.
In the dialog box, select Close to access the My Organization Profile page.
From the My Organization Profile page, either:
- Update your bank account details.
  See Updating the Organization Profile for Subcontractors.
  
  Note: When updating your bank account details, consider updating the Bank City. If the field is currently empty, enter the name of the city where your bank is located. If the field currently has a city listed, try removing the text so the city field is empty.
- Add or edit a credit card.
  See Adding a Credit Card to Pay System Fees for Subcontractors.
Select Save Changes.
A Retry Fee Payment dialog box displays.
From the Retry Fee Payment dialog box, select the Retry Fee Payment button.
- The application begins the fee collection process.
- A block remains on your Billing Workflow at the Send to Signer step until the application successfully collects your fee payment.
- You will see a Fee payment in progress dialog box if you return to the Usage Fee page.
- Once the application successfully collects your usage fee payment, you will see a Fee Payment Successful message displayed in blue on the Project Home page.

Next: DocuSign Overview for Subcontractors