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User can't login-email seems to be blacklisted.

  • December 12, 2024
  • 6 replies
  • 81 views
A
New Voice
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Hello,

 

I have added my colleague to our docusign account and he has never been able to log in, never with “forget password” or using a verification code. It’s as if his email is somehow blacklisted. We can’t figure it out but need to solve it and I can’t get in touch with a real human to help support us. We have a paid subscription. 

Best answer by Alexandre.Augusto

Hello, ​@Aliwest14 

 

If he never activated the account so the Forget Password optioin will not be useful.

Two steps:

  1. Ask him to check his SPAM folder, there is a possibility to be there
  2. Ask to you Docusign Admin Resend an invite to him activates the account
  3. If you Antimalware are Blacklisting docusign so they need to add our domains and IPs as safe
  4. Follow this article: https://support.docusign.com/s/articles/Why-am-I-not-getting-DocuSign-email-notifications?language=en_US&rsc_301

If this solved it, I’d appreciate your Like here.

 

Thanks,

Alexandre

6 replies

Alexandre.Augusto
Docusign Employee
Forum|alt.badge.img+18
  • Alexandre.AugustoDocusign Employee
  • Docusign Employee
  • 703 replies
  • Answer
  • December 12, 2024

Hello, ​@Aliwest14 

 

If he never activated the account so the Forget Password optioin will not be useful.

Two steps:

  1. Ask him to check his SPAM folder, there is a possibility to be there
  2. Ask to you Docusign Admin Resend an invite to him activates the account
  3. If you Antimalware are Blacklisting docusign so they need to add our domains and IPs as safe
  4. Follow this article: https://support.docusign.com/s/articles/Why-am-I-not-getting-DocuSign-email-notifications?language=en_US&rsc_301

If this solved it, I’d appreciate your Like here.

 

Thanks,

Alexandre

Your feedback is very appreciated! You can give a Like and mark this answer as the "Best Answer" for your issue. DocuSign University http://dsucustomers.docusign.com
A
New Voice
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  • Aliwest14New Voice
  • Author
  • New Voice
  • 2 replies
  • December 12, 2024

Thank you! What if he was unable to activate. Like the verification number that was sent didn’t work and continued to failed. Could it be the antimalware?

Hengfeng Ge
Hero
Forum|alt.badge.img+18
  • Hengfeng GeHero
  • Hero
  • 701 replies
  • December 12, 2024

Do you mean the user received the activation email or activation code, but active faild. As I know the code will expired after 5 minutes. Do he do it in 5 minutes after received the activation code?

 

FreeLink/甫连信息

🌍 Docusign Partner | Partner Profile

🏆 Docusign 2024 APAC Reseller Growth Partner of the Year

🌟 The only Docusign Partner globally certified as both a Certified eSignature Administrator and eSignature Technical Consultant.

📊 Docusign Community Leaderboard Top 5 contributor.

🚀 Expertise in Docusign integrations with on-premises systems for leading enterprises across various industries.

Welcome to the DocuSign Community! Your feedback is highly valued. If you find my response helpful, please give it a "Like" and consider marking it as the "Best Answer" to assist others with similar issues.
A
New Voice
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  • Aliwest14New Voice
  • Author
  • New Voice
  • 2 replies
  • December 14, 2024

Apparently he did it many times within the time frames, but he could never activate. 

Hengfeng Ge
Hero
Forum|alt.badge.img+18
  • Hengfeng GeHero
  • Hero
  • 701 replies
  • December 14, 2024

what is the error message? Could you share a screenshot?

FreeLink/甫连信息

🌍 Docusign Partner | Partner Profile

🏆 Docusign 2024 APAC Reseller Growth Partner of the Year

🌟 The only Docusign Partner globally certified as both a Certified eSignature Administrator and eSignature Technical Consultant.

📊 Docusign Community Leaderboard Top 5 contributor.

🚀 Expertise in Docusign integrations with on-premises systems for leading enterprises across various industries.

Welcome to the DocuSign Community! Your feedback is highly valued. If you find my response helpful, please give it a "Like" and consider marking it as the "Best Answer" to assist others with similar issues.
N
Community Moderator
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  • nathaly.mongeCommunity Moderator
  • Community Moderator
  • 2552 replies
  • January 1, 2025

Hello ​@Aliwest14 ,

If you found the provided response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.


Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!


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