Trouble with envelope sent to two different signers at the same email address

[47Croc]

I’ve used DocuSign many dozens of times, with great success.

Today we had an issue that’s been troubling:

I sent multiple envelopes to two people who share the same email address.  Only one of the parties could “sign”, and even though the second person clicked on the link in his email (they both use the same email address) and signed where I’d indicated he should, and he hit “complete signing” it never came through to me. 

I’m baffled and want to know what to do differently, or what to advise if this should happen again.

[Molly_Brown]

Thank you for your question.

I'm sorry that you are having problems with this particular signer. When you sent it to the people sharing an email address were they both signing the same document? If so did they both have the same email address and then a different name for each?

If you like we can take a look at the actual data on our end and see if anything looks out of place. Please send an email to support@docusign.com and list the email address you sent the envelope from, the day you sent it, the subject line, and the email address that was having problem signing and refer to this community post. 

Hopefully we'll be able to get some answers for you. Thanks!