Complaints

The 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:08/15/2025

  Type:Product Issues
  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 signup for a paid business account base *** information that Pandadoc offers.They claim to offer 24/7 customer support "Our team is made up of real, friendly humans (they're not actually bamboo-eating pandas) that love answering your questions! Our Support Specialists are based all around the world so that you can reach us no matter what time or day it is 24/7/365."This statement on ****** and on their website plastered everywhere is false.I have opened 4 tickets over the last two days and zero *********** is impossible to get hold of anyone.They do not respond to tickets.They use a chat bot called Fin.This constitutes misrepresentation, fraud, theft at a minimum.Everything on this link that they provide is factually false - ******************************************************************************************************** Pandadoc should refund customers for this theft, preferably via class action. They should either offer support and the services they claim in that link or be upfront. It is deceptive to get peopem to signup, waste their time with all the marketing gimmick, and then not delver

  Business Response

  Date: 08/15/2025

  Hi *******,
  
  
  Thanks for reaching out. We're sorry to hear about your experience with our support team. 
  
  
  PandaDoc does offer 24/7 support coverage, meaning our global team is available every day of the year to receive and work on incoming tickets. Fin helps us respond to requests right away and provide customers with the most relevant information. However, you have the option to contact a human if this doesn't suffice. While we do our best to respond as quickly as possible, response times can vary depending on the volume of requests were receiving. This may mean that you wont always get an immediate reply, but every ticket is reviewed and addressed by a member of our team when requested.
  
  
  We have escalated your tickets to our support team manager and they're investigating what is going on. You should hear back from our team shortly.
  
  
  Thanks for your patience.

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23750492
  
  I am rejecting this response because:
  
  These are all quotes from your own pages.
  Core Marketing Promises
  1. "24/7/365 Support" - Claimed on multiple pages:
  Support page states: "Our Support Specialists are based all around the world so that you can reach us no matter what time or day it is 24/7/365"
  Community page: "No matter where you are or what time it is, PandaDoc provides 24/7/365 support for every paid plan"
  
  2. "Real, Friendly Humans"
  "Our team is made up of real, friendly humans (they're not actually bamboo-eating pandas) that love answering your questions!"
  Emphasizes human support over automation
  
  3. "World Class Assistance"
  Direct quote: "As a PandaDoc customer, you want world class assistance. We want to give that to you!"
  
  4. Quick ******** Times - Claims to help "as quickly as possible"
  Premium support advertises "faster responses" and "priority service"
  
  Documented Contradictions
  1. Bot-First Support Model vs. "Real Humans" Claim
  My Experience:  Forced to chat with Fin first. "The bot Fin, does most of the response and it is woefully inadequate". You must interact with the bot before reaching a human
  Contradiction: Despite claiming "real, friendly humans," the primary support interface is an AI bot that customers report as inadequate, with human support only available after navigating through the bot.
  2. ******** Time Issues vs. "24/7 Available" Claims
  My Experience: Opened 4 cases with inconsistent responses
  Support "will partially respond via chat then disappear" No consistent follow-through on tickets
  PandaDoc's Own Admission: "We're now processing a big volume of requests, hence it's taking a bit longer than usual to respond"
  Contradiction: While claiming 24/7 availability, PandaDoc admits that "you won't always get an immediate reply" - directly contradicting the implication of round-the-clock support availability.
  3. Coverage vs. Responsiveness
  PandaDoc's Clarification in BBB ********:
  "24/7 support coverage, meaning our global team is available every day of the year to receive and work on incoming tickets"
  Reality: "Coverage" merely means someone is there to receive tickets, not to actually resolve issues
  Multiple customers report days or weeks without responses
  Trustpilot reviews document: "NO SUPPORT. I have been submitting urgent requests for support for the last FOUR DAYS"
  
  4. Multiple Customer Complaints Confirming Pattern
  Documented Issues from Reviews:
  "Expect months for your technical support questions to be addressed if you're lucky"
  "They would respond with links for tutorials, then I ask for real human help, a different associate would respond asking you to explain your issue again, then no response for weeks"
  "As soon as you have a technical problem... You will never hear from them about it. There is no follow up. There is no one who cares there to solve problems"
  "Human support has been scrapped in favor of a non intelligent AI bot"
  "I have been a PD user for 3 years... As soon as you have a technical problem with one of the templates Good Luck getting it solved"
  
  Supporting Evidence:
  No phone support for standard customers (only email/chat/tickets)
  Phone number *************) exists but customer reports: "there is no way to get them on the phone"
  Support escalation requires navigating through multiple layers
  
  
  Key Deceptive Practices Identified
  1. Semantic Manipulation
  "24/7 support" actually means "24/7 ticket reception" not "24/7 problem resolution"
  "Available" means "able to receive tickets" not "able to help immediately"
  2. Bot-First Despite "Human" Marketing
  Markets human support prominently but forces bot interaction first
  Bot (Fin) handles majority of interactions despite being "woefully inadequate"
  3. No Accountability for ******** Times
  No published SLAs for standard support
  Vague language: "we do our best to respond as quickly as possible"
  Admission that immediate replies aren't guaranteed despite 24/7 claims
  4. Pattern of Non-Resolution
  Multiple reports of tickets being passed between agents
  Agents disappearing mid-conversation
  Requests for customers to re-explain issues multiple times
  
  Conclusion
  PandaDoc's support reality starkly contradicts their marketing promises:
  24/7 Support ? 24/7 Help: They're available to receive tickets 24/7, not to resolve issues
  "Real Humans" Hidden Behind Bots: ***************** human support, bot interaction is mandatory
  "World Class" = Below Standard: Multiple verified customer complaints show systemic support failures
  Intentional Obfuscation: The company appears to deliberately create barriers to actual support while maintaining marketing claims
  Sincerely,
  
  ******* ******

  Business Response

  Date: 08/19/2025

  Hi *******,

  
  Thank you for sharing your detailed feedback and for taking the time to outline your concerns. We understand how important reliable and responsive support is, and Id like to clarify a few points regarding PandaDocs support model and commitments.

  
  24/7/365 Support

  Our promise of 24/7/365 support refers to coveragemeaning our global team is always available to receive and begin processing requests, regardless of the time of day. While this ensures customers can reach us anytime, we acknowledge that it doesnt guarantee an immediate resolution in every case, particularly during times of high volume.

  Real, Friendly Humans
  We do have a team of human support specialists behind every interaction. The automated assistant (Fin) is designed to help with quick navigation and provide immediate answers to common questions, but customers always have the option to reach a human agent. We recognize that this process can sometimes feel like a barrier, and we are actively evaluating ways to make it smoother.
  

  Response Times & Follow-Through

  We acknowledge that there have been cases where response times or follow-up fell short of expectations. While we strive to respond as quickly as possible, there are occasions where resolution can take longer due to complexity or ticket volume. We take customer feedback like yours seriously, and we are working on improving consistency and communication throughout the support process.

  Commitment to Improvement

  Your experience and the examples you highlighted underscore the need for us to continue strengthening our support systems. Were actively investing in better tooling, improved escalation paths, and clearer communication so customers feel supported and not left without answers.

  
  We sincerely regret that your experience has not aligned with the expectations set by our marketing and support materials. Your feedback is valuable, and I will ensure its shared with our leadership and support operations teams as we continue to make improvements.

  
  Thank you again for raising these concerns.

   

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23750492
  
  I am rejecting this response because:
  
  Dear PandaDoc,
  Thank you for your response, though it continues the pattern of semantic manipulation and deflection that characterizes your support issues. Your response essentially admits to false advertising while attempting to reframe it as a misunderstanding.
  Key Issues with Your Response:
  Admission of ******************** You now clarify that "24/7/365 support" only means "coverage" to "receive and begin processing requests" - not actual support. This is materially different from what any reasonable consumer would understand from your marketing claims of "world class assistance" available "24/7/365."
  "Option to Reach a Human": You claim customers "always have the option to reach a human agent," yet multiple customers report being unable to reach humans for days or weeks. An "option" that doesn't work is not an option.
  No Concrete Commitments: Your response contains only vague promises of "actively evaluating," "working on improving," and "investing in better tooling" without any specific timelines, metrics, or commitments.
  Minimizing Systematic Failures: You characterize widespread, documented support failures as occasional "cases where response times or follow-up fell short" when the evidence shows this is the norm, not the exception.
  My Demands:
  As a customer paying over $3,000 annually for team licenses ($65 x multiple users x 12 months), I require:
  Immediate escalation to a senior support manager with direct contact information
  Service credit for the months of inadequate support
  Written SLA guarantees for response and resolution times
  Direct phone support access befitting our investment level
  Option to exit contract with full refund if support issues persist
  Notice of Escalation:
  Given your admission that your advertised "24/7 support" does not mean what consumers reasonably expect, and the documented pattern of support failures despite premium pricing, I am escalating this matter to several Federal and Consumer Protection Organizations .
  This response and escalation plan will be shared publicly and with all listed organizations unless immediate, concrete action is taken to resolve these issues. Your premium pricing demands premium support, not semantic games about what "24/7" means.
  The choice is yours: provide the support you advertise, or face the consequences of false advertising to customers investing thousands of dollars annually in your service.
  
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/14/2025

  Type:Product Issues
  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 a long time user of ********************** and they recently changed their subscription packages. I went ahead and transitioned over to a new subscription only to find that there is a serious bug in the software that prevents me from downloading my documents. Basically when I go to download the document it prompts me to choose a subscription package even though I have already done so. I tried to reach out to customer service and the only option is the AI agent (absolutely useless) which basically creates a service ticket and there is no option for a live agent even though PandaDoc clearly advertises live 24/7 support. This is a time sensitive document and now I will likely miss the window I need to be within due to the poor customer service on behalf of *********************** team. I will now be requesting a full refund of my subscription and switching to another provider.

  Business Response

  Date: 08/15/2025

  Hi *****,
  Im sorry to hear youve been having trouble downloading your documents and havent received a response yet. Weve escalated this internally, and one of our managers from the support team will be reaching out to you shortly.
  In the meantime, if theres anything else you need, please dont hesitate to let us know.
  Thank you for your patience.

• Initial Complaint

  Date:08/09/2025

  Type:Service or Repair Issues
  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 billed by Pandadoc for services that I have not requested or used on a recurring basis. I signed documents for an estimate with a crawlspace company in March of 2024 and they used Pandadoc to e-sign for an estimate. We did not use that company for services and I have NO idea how this company got my cc information. I have been charged $29 a month since May of 2025 and a charge of $35 this month, August. You cannot reach this company by phone or by their site. I expect a full refund for all charges by Pandadoc immediately. Im going to have to rectify this with my credit card company as fraud if not.

  Business Response

  Date: 08/12/2025

  Hi ********,

  Thank you for reaching out, and Im sorry to hear about your situation. Unfortunately, we werent able to locate an account or charge under your name, email, or phone number. Could it be possible that a different name or email was used? If you have an invoice or proof of the charge, please share it with us so we can investigate further and work toward resolving this for you.

  Thanks,

   PandaDoc

  
  
  
  

  Customer Answer

  Date: 08/16/2025

   
  Complaint: 23722889
  
  I am rejecting this response because:
  Pandadocs response is not acceptable because they are asking for proof of purchase which I do not have, thats the point.  I have never purchased anything from this company and wouldnt even know who they are if I hadnt have pulled a email from a year ago, with their name on it, showing that a company that I received a quote from requested that I ********, which this company apparently used for signing online documents.  They would have had an account with ******************, not me, so Pandadoc wouldn't have information on me regarding email, account etc.  The point is that Ive had my cc charged a fee each month since May of 2025 to Pandadoc.  It doesnt have anything to do with any signing with the company that I mentioned from last year.  That was over a year ago.   I only mentioned that experience to show that I was able to pull up Pandadocs name from an old email that showed I signed documents online for a company that utilized Pandadoc as the means of online document signing.  I have no other interaction with this company to have received any recurring charges.  There is no other email account or name that has had any interaction with this company in my home, or association with the credit card.  The blaring red lights that Pandadocs claims are insincere is that they do not provide any way of contacting them to dispute charges or to address issues.  They do not answer the phone number associated with the charges on my card and the company doesnt provide an email address or phone number for customer service.  I have had no recourse but to contact the BBB to address this issue and hopefully protect others from this fraud. 

  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 08/19/2025

  Hi ********,

  
  Thank you for your follow-up and for sharing more context. We completely understand your frustration with this situation and we want to make sure we get to the bottom of it.
  We want to clarify that PandaDoc does not charge individuals for simply signing documents sent by our customers. If you are seeing charges under *********************** name, the best way for us to investigate further is to review the exact transaction details from your bank or credit card statement (for example: transaction date, amount, and how it appears on your statement). If youre not comfortable sharing the full statement, a screenshot of a single charge with any sensitive information (like other purchases or account numbers) redacted should work.
  With those details, we can verify whether the charge originated from PandaDoc or if it may have come from another source using a similar descriptor. Without this information, we wont be able to trace the charge back in our system.

  
  We understand this has been frustrating, and we truly want to resolve it as quickly as possible. Once we have that transaction detail, we can investigate immediately and let you know the outcome.
  Thank you for your patience, and well keep an eye out for your reply

• Initial Complaint

  Date:07/30/2025

  Type:Product Issues
  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 the free trial of the Monthly Business Plan, it said no credit card required. I was then automatically charged and signed up for the ***************** Plan (the most expensive plan). PandaDoc had stored my ****** account information from a previous subscription years ago, and used it to take as much money as possible, without authorization. I canceled immediately, within seconds of realizing what happened. I have requested a full refund of the $1,020 I was charged. I never wanted an Enterprise plan, and I never wanted to sign up beyond the pop-up promotion for a free trial, period.

  Business Response

  Date: 08/04/2025

  Hi *****,
  Thanks so much for reaching out and we're really sorry to hear you ran into an issue.
  I took a look and saw that youve already been in touch with our support team and that a refund has been processed. Im glad we were able to get that resolved quickly for you.
  If there's anything else we can do or if any other questions come up, please dont hesitate to let us know. We're here to help

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  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 subscribed to the 14 trial to test out the platform and check out a proposal i wanted.However i did not go forward and let the proposal go.This was a mistake and i left the site without downloading the it services proposal from the site.after the trial period i was ********* requesting customer support to look through the matter to see whether a full refund is possible.I mistakenly filled in my billing information because it was compulsorily required to use the product and test. the features but did not cancel.I used the site once for not more that 45 minutes.Please help.

  Business Response

  Date: 06/06/2025

  Hi ******,

  
  Weve looked into your issue and saw that youve already been in touch with our support team, who have processed a refund for you. Please allow 25 business days for the funds to appear in your bank account.
  If you have any questions or need further assistance, feel free to reach out.

  
  Thanks!

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  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 billed by pandadoc, despite having never opened an account with them. Their website is a maze of information with absolutely no way to ease fully contact them, which is typical for companies which play the let us charge you and hope you forget it game. I have checked all of my emails and there are no records of having signed up for a trial let alone a subscription for these services.

  Business Response

  Date: 05/21/2025

  Weve gone ahead and fully canceled the account and issued a refund to make things right. You are all taken care of, and no further action is needed on your end.
  We also appreciate your feedback about the difficulty in reaching us. We're actively working to improve accessibility and transparency across all our support channels.
  If you have any further questions or concerns, please dont hesitate to reach outwere here to help.

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  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.

  1. Went through cancellation process ahead of subscription renewal.2. Process completed as was asked for reason for cancellation and submitted with onscreen message confirming.3. Three days later PandaDoc took money as card was still on account.4. Contacted support who quoted t&c's and refused to investigate beyond saying they have no record of cancellation.5. Provided date / times stamps and had screenshot of ****** history but support then closed active support ticket leaving a final boilerplate message restating what had already been said - thereby cutting off a client without resolving the issue.6. Support ignored all other content in my detailed messages replying with boilerplate responses and effectively providing no customer service.7. I have demo'd the cancellation procedure on anther account and could *not* have provided a cancellation reason without cancelling. Ergo there is a problem with the cancellation process on the platform.8. I requested a refund as historically we use the account for the same time period each year and this is historically provable - support refused / couldn't be bothered to check.9. I've been effectively accused of lying - something that doesn't reflect very well on PandaDoc frankly.Takeaway for potential customers - if you wish to cancel a subscription, make sure you remove your card and the PandaDoc cancellation system clearly has bugs in it and they won't take responsibility for their own website code failing.

  Business Response

  Date: 04/30/2025

  Hi ******,

  Thank you for reaching out and sharing your case number. I'm sorry to hear you experienced this issue. After reviewing your account, I can confirm that our support team has processed a refund. Please allow ************************************************** your account.

  We truly appreciate your business. If you have any questions or need further assistance, feel free to let us know.
  

  Thanks again!

  Customer Answer

  Date: 04/30/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and am grateful for the resolution. 
  
  Thank you for taking the time to respond and resolve the issue.

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  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.

  5/18/25 I've requested a full refund of my money. I started on a free trial and then upgrade before the free trial ended thought product would work for what i needed however it didn't. As soon as I figured it out that day the company charged me repeatedly 35 dollars 3 times. I've submitted tickets and complaints for a refund and no communication other then billing is looking into it a week later now. This company customer service has been horrible ****** that's my ticket number no one has updated me on.

  Business Response

  Date: 04/28/2025

  Thank you for bringing this to our attention. After reviewing the account, I can confirm the refund was processed and your subscription was canceled as requested. Funds should appear in your account within 25 business days, depending on your bank.
  
  We apologize for the delay in communication and appreciate your patience. We are actively working to improve our response times to ensure better service moving forward.
  
  
  Thank You,

• Initial Complaint

  Date:04/20/2025

  Type:Service or Repair Issues
  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.

  My son spoke to a man name ****** apparently he works for Panda Doc he told my son regarding this service. My son barely turned 20. ****** told him about this program and ran his credit with only the last 4 of his social. This ****** from Panda Doc, enrolled him to this Panda doc for ***** dollars its a loan that apparently he got my son from Affirm. Im not sure how but did everything for my son. We immediately sent a cancellation notice to the company when my son told me about the amount that ****** charged him that morning it had only been like 10 hrs. We were not getting a response so my son called ****** from Panda Doc he refused the cancellation, in less then 12 hrs he got my son a loan and paid himself ***** dollars. This is a complete scam. I would like help so we can cancel this. I dont believe it legit selling this Panda doc for Six Thousand Five Hundred Dollars. Then when my son contacted him he was laughing about the situation. He told my son that it was his fault and he had to pay that money to Affirm because he already had his money and was not canceling or giving him back anything and that all he could do is use the program. Please help. this is a complete scam.

  Business Response

  Date: 04/21/2025

  Hi *********,
  Thank you for reaching out. We're sorry to hear about the issues your son encountered.

  Just to clarify, PandaDoc is a document management platform we are not a credit or loan provider.

  Based on the information you shared, I wasnt able to locate any associated account in our system:
  Name: ********* *******
  Address: ***************************************
  Phone: **************
  Email: *******************************
  

  To help us investigate further, could you please provide your sons full name, the email address he used, phone number, and his address?
  

  Thanks again, ********* looking forward to your response

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  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.

  They have no way to speak to a customer service representative when you are locked out of your account. I got a new computer and when I tried to log-in to my PandaDoc account, it prompted me for a code sent to my cell phone, every time I put in the number it said it was incorrect and prompted me to send a new code. I repeated this process 3 times, always putting in the correct number, always being told it was the wrong number. I was very careful when I typed in the numbers - this is an error in YOUR system. And there is no way for me to speak to a human being - not even a chat bot! nothing! I am locked out of my account with zero recourse. I am a PAID SUBSCRIPTION customer! I won't be for much longer, the longer I'm locked out of my account with no recourse the more time I'm spending looking at other companies to use instead because this is crazy.

  Business Response

  Date: 04/11/2025

  Hi *****,
  We're sorry to hear you're experiencing this issue. We've investigated on our end, and our Support team is already reaching out to help. You should see an email from them in your inbox if its not there, be sure to check your spam folder just in case.

  Theyll guide you through the steps to get your account access restored.
  

  If you have any other questions or need anything else in the meantime, feel free to reach out.
  Thanks!