A sent document does not appear for a docusign signatory - how to fix?

Question

A number of us are recipients of a docusign sequential multi-person form. Three of us have signed it. The document never appears in the 4th person’s email or account. Their email address has repeatedly been checked, the form has been resent twice. It never appears for the 4th signatory (neither by email notice or in their account “inbox”).

How do we fix this?

Thanks,

PJS

David.Schmitz · Accepted Answer

@pjsA few suggestions if these have not already been reviewed.Check spam and junk folders on the corresponding email to check for the notification.Check for multiple User accounts. DocuSign allows the same email address to be used for multiple accounts so it may be possible the envelope went to a different user account with the same email address. After login to DocuSign have the user go to the Profile Pic in the upper right and see if they have Switch Accounts.If the User logged into DocuSign for the very first time, the User may have been created after the envelope was sent, in these cases, have the Sender correct the envelope, change the Name and email address of the user to something else, finish correction and then do another Correct to change it back to the appropriate User and Email address to see if the envelope notification which should have landed in the Inbox of the DocuSign account gets triggered.Last option is to try a secondary email address or create a DocuSign Support case to see if they can track any notification errors such as rejections or undeliverable reasons.

nathaly.monge · Answer

Hello @pjs,If you found the providedresponse 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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