I urgently need help. I have 2 signers who have not received their Docusign envelope.
I have triple checked emails, changed email addresses, re-ordered the signing order, resent the envelope. They have checked their spam. The envelope is not going through. How can I resolve this issue asap?
Best answer by Ma.Cubio
Hi
I appreciate that you provided the support case number. Upon checking, yes, the bug ticket DIRCA-2453 is still unresolved. However, since Yahoo is blocking docusign, we can ask Yahoo to whitelist docusign on their email server, so the affected recipients will have access to the envelopes sent via docusign. Since the support case has been closed, I recommend that you create another support case so we can add all your affected email addresses to the whitelist request.
Once you create a new support case, kindly provide it here so I can follow up with the expert who will handle the case and ensure your ticket is prioritized.
Sincerely,
Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"
I’ve had this happen in the past. You can check a few things. Go to your Sent folder, and click the envelope name, then go to More and History. There, you’ll see the date/time the email was sent. Beyond that, you can reach out to DS Support and they can provide you a tracelog.
I’ve also had users complain of this and then come to find out they did a declared signing order and the first signer hasn’t signed yet--so subsequent signers not yet getting the envelope was the expected behavior.
Hello
How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved.
If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!
Sincerely,
Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"
This has been ongoing for months. I have been informed by docusign that the issue was passed along to the engineering department… No resolution & now they closed the case… The time period expired or something.
The entire situation is ridiculous. This seems as if this would be an easy fix. My boss is still not receiving documents to sign until at least 8 hrs to 3 days after they were forwarded from a previous signer. It seems as if immediate, electronic signing is 1 of the basic selling points for DS.
We are certain that all email addresses are correct. We had no problems with receiving the envelopes up until this year.
Appreciate any help to resolve this issue.
Sincerely,
Barb
Hello
I'm really sorry to hear about your experience, and thank you for taking the time to share it. I completely understand how frustrating it is when things don’t work the way you expect, especially when you're trying to get work done.
To check, may I have the support case number?
Sincerely,
Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"
To Ma.Cubio:
Sure, (Closed) Case #15707509
To acrane:
I did see those postings regarding yahoo, etc email addresses. While 1 person does have yahoo, the issue affects multiple others who have a variety of emails. I am not inclined to think it is related to the yahoo address. But thanks for the replies.
Hi
I appreciate that you provided the support case number. Upon checking, yes, the bug ticket DIRCA-2453 is still unresolved. However, since Yahoo is blocking docusign, we can ask Yahoo to whitelist docusign on their email server, so the affected recipients will have access to the envelopes sent via docusign. Since the support case has been closed, I recommend that you create another support case so we can add all your affected email addresses to the whitelist request.
Once you create a new support case, kindly provide it here so I can follow up with the expert who will handle the case and ensure your ticket is prioritized.
Sincerely,
Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"
Hello,
I really do not believe the problem is with yahoo. There are others who did not receive the “envelope(s)” since the issue began. It amazes me that yahoo would block docusign. We never had issues with this prior to 2025.
As far as creating a new support case, I will likely do it, but for the record, I have had at least 3 support cases opened (& then closed) with DS under this subject… I do not understand why a case is closed without resolution & you leave it up to the customer (who is likely already upset because they have a problem), to have to jump through more hoops in order to try to resolve it. It is a little annoying, but I realize this is not your fault personally, just want it out there.
Hello
I understand where you are coming from, and I’m sorry you must go through this. Let me communicate this to our internal team and get back to you as soon as possible.
Sincerely,
Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"
Hello
I’d like to know if anyone from our support team tried to reach you via email?
Sincerely,
Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"
Yes, they said they were passing it to engineering, then abruptly closed the case.
I believe I gave you 1 of the case #s.
Hello
Sorry for the confusion. I followed up internally just recently when you posted here in the community. But if you did not receive an email from the support expert, as you mentioned, it would be your fourth case. Could you create a new case and provide me with the ticket number once you have done so, so I can follow up with the expert handling your new case? I’ll make sure it is prioritized and keep you posted.
Sincerely,
Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"
Hello
How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved.
If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!
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 Moderator
If this helped, feel free to Like👍and click "Best Answer"
Already have an account? Login
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
Back to Docusign.com
