"Security Requests from Sender" Pop-up notification message ?

Question

Good morning! Has anyone encountered the attached warning / notification before Please? I asked DS Support and they told me it could be either an incorrectly formatted mobile phone number or an invalid mobile phone number. I tested the Incorrectly formatted mobile number but that doesn't / cant be a logical rationale. DS runs default validation relative to your Country Code used...(e.g. In UK, numbers MUST start with a “7” and be 11 digits incl. Dialling code). ANY deviation from these parameters and envelope cant / wont progress. Its difficult to test Invalid number, I tried a few unlikely numbers and envelope was sent, so not really a consideration for this scenario. Any help much appreciated! Tks, Mike

Ma.Cubio · Accepted Answer

Hello ​@Mike BeveridgeThank you for reaching out, and welcome to the Docusign Community! I can see how frustrating this must be especially after you’ve already tested different scenarios and the explanation doesn’t fully match what you’re experiencing. It makes sense that you’d expect consistent validation behavior, and I understand why this situation feels unclear and difficult to troubleshoot. In Docusign eSignature, the system does enforce basic format validation based on country code (as you mentioned). Still, it typically does not validate whether a mobile number is truly active or reachable. That’s why “invalid” numbers can still pass initial checks and allow the envelope to be sent.In cases like the warning/notification you’re seeing, it’s often related to one of the following scenarios:The number passes format validation but fails downstream delivery checks (e.g., carrier rejection, unreachable number, or SMS delivery limitations)The number may be technically valid in structure but not provisioned for SMSThere could be carrier or regional restrictions affecting deliveryTemporary issues such as SMS gateway delays or failuresTo better check this, you should reach out to support. Since you mentioned you already asked support about this issue, please share the support case number via private message so I can check and follow up with them.For more information, here’s a related article you can check.Send an Envelope by Email or Text Message (SMS)If you found the response to be a useful solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!Sincerely,Ma. Cassandra | Docusign Community ModeratorIf this helped, feel free to Like👍and click "Best Answer."

Ma.Cubio · Answer

Hello ​@Mike BeveridgeI trust all is well. We’d like to know if the suggested solution was helpful. If yes, we would greatly appreciate it if you could mark it as "Best Answer" ✅, to help other community members find trusted answers.😊Let us know if you need further assistance—we're here for you!Sincerely,Ma. Cassandra| Docusign Community Moderator

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