Client nor myself are getting the document

Question

I have a client who has checked their inbox and spam box but have not received their document.  I tried sending it to me and did not receive it either.  I contacted our IT department to see if they could find it in my email, and they do not even see it ever being sent to me.  This is an important document that I am needing our client to sign before the end of the month.  Any suggestion on what could be going on?

nathaly.monge · Accepted Answer

Hello ​@SummerR,Thank you for reaching back and for the envelope IDs provided.According to our system, the envelopes show the following(the numbers below will match the numbers you placed for each envelope ID provided in the private message):I see several Envelope Activation emails were sent to the first recipient which already signed, the second signer was sent a successful Envelope Activation, it has not been bounced back or something similar.2 attempts were made to send an Envelope Activation to the first signer which they completed their part and the second signer was sent an Envelope Activation successfully that wasn’t bounced back or something similar.And for the last envelope ID provided it show that we sent 2 Envelope Activation emails but they were both“Queued mail for delivery” meaning that the email is sitting in their mail server waiting to be delivered. Unfortunately, wehave no insight on why it's being queued for delivery.For the last envelope ID it is recommended that you IT team take a look into that and for the other 2 envelope IDs, please have them check the right email box or try sending to a different email address. Also, please view the following article:Why am I not getting Docusign email notifications?Let us know if you need further assistance with this.Best regards,Nathaly | Docusign Community Moderator"Select as Best" below if you find the answer a valid solution to your issue!

nathaly.monge · Answer

Hello ​@SummerR,Welcome to the Docusign Community and thank you for posting your concerns!I’m sorry to hear about the unfortunate events with the document you need signed.Can you provide the envelope ID (via a private message) to check from our side what could have happened?:Locate a Docusign envelope IDLet us know if you need further assistance with this.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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