Are you in Proseries 2020 or 2019?

Can you try the following

• Open eSig Dashboard
• See if you can find the client you were working with. In the Actions column, if it has a "View All" action select that.
• See if it has a "pending" eSignature (or something like that.. don't remember the exact wording).
• In the dropdown actions column, see if there's a "void" option. If so, void it. That should give you the one back.

In terms of why the balance has 5, but you can't use any..   maybe you have 5 in that pending state? Or, if you're in ProSeries 2019 there's an issue that it's not able to consume credits purchased in Calendar Year 2021 (even though the dashboard knows about them and shows them). We'll have a fix for that this week.