​@iHoist 

Try these steps:

• Use the same email address in the DocuSign mobile app that the document was sent to.
• Open the email on your mobile device, look for an “Open in DocuSign” or share icon to launch the app.
• Forward the email to your DocuSign forwarding email address if you have one.
• Sign in via a web browser under the same account, then check the mobile app to see if it syncs.

​@JohnSantos

Hey, John. Thank you for those suggestions! Unfortunately, none of them seem to be working

After receiving the agreement a few days ago, I created an account under the same email address, however the agreement never got added to my inbox. I opened the document on a web browser I was logged into (mobile & computer). I used new links to the agreement that were automatically sent sometime after my account creation. I used the alternate access method of the attached security code. At no point when browsing the agreement on any browser did I get a button to share the agreement or open it through the DocuSign mobile app. The only option was to click ‘Finish Later’, which takes me to a page that has this prompt at the bottom, which despite what it says, accomplishes nothing.

I’m rather frustrated, especially with the fact that there are no apparent means for non-paying users to directly contact DocuSign support members. If anybody has any further feedback or suggestions on how to resolve this, I would be extremely grateful. Otherwise, take care.

Hello ​@iHoist,

I trust all is well. Thank you for reaching out here in the DocuSign Community.

I understand you cannot sign agreement via the mobile app as the review document email link opens in a web browser. I apologize for the inconvenience.

To clarify:

Can you locate the envelopes when you access DocuSign through the mobile browser?

Do you have multiple accounts with DocuSign?

Could you provide the current mobile app version you are using?

Is it happening on every envelope you receive?

Do you get any error messages such as the envelope cannot be signed via mobile app?

Let us know if you need further assistance with this.

Best regards,

Melanie | DocuSign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

Hello, ​@Melanie.Panguito

Thank you for reaching out. I’ll happily address your queries.

• Firstly, when opening the document through the DocuSign email I received, I’m taken to a page with the general url of na2.docusign.net/Signing/. Regardless of any actions I perform, the envelope never shows up under my account dashboard, whether through a web browser or the mobile app.
• I only have one DocuSign account, and it shares the email address as the one that received the document-bearing email.
• While the current mobile app version I’m using is 3.35.1 on iOS, the document won’t show up under my account on web browsers either, and I believe the two might go hand in hand.
• As I’ve only received one agreement through DocuSign, I’m uncertain as to whether it would affect other documents or envelopes.
• There are no errors for opening the agreement in the mobile app, simply because I can’t open it through the mobile app in the first place. Opening the document through the link in the email or by inputting the security code through the website always opens it in the browser. And since it’s never added to my account or inbox, there is no button to access it in the mobile app.

In summary, I do indeed require further assistance. Thank you for trying to help, and please let me know if you have any further feedback or suggestions on how to resolve this. Take care!

Hello ​@iHoist,

I appreciate the detailed response.

Unfortunately, if the account is created after the envelope was sent, envelopes will not automatically appear in the new account.

In your case, the envelope was sent to a recipient account (a placeholder account) on the same server as the sender account, which is a common occurrence, and it is done by the system.

You can contact the Sender to Correct the envelope. This involves changing the Name and email address of the user to something else, finishing the correction, and then doing another Correct to change it back to the appropriate User and Email address. This process will trigger the envelope notification to be landed in your Docusign Inbox as long as your Docusign account has the same eSignature server as the sender's (na1,na2,na3,na4).

I hope this is helpful. Thank you and take care!

Best regards,

Melanie | DocuSign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.