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Completed envelopes still showing in action required

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I am the DocuSign admin for our company. One of our users has envelopes that have been completed weeks ago still showing in his Action Required. Any thoughts?

eSignature

J

Jenny.MartinAnswer

Community Moderator

Hello @JessKobos,

Thank you for reaching out, and welcome to the Docusign Community! We’re sorry to hear that you are having the same issue.

The parity of the numbers of envelope in Home versus how many envelopes are in the Agreements > Quick Views filtered views is not always exact. The Agreements page view is reliable, whereas the Home page numbers can vary on some factors.

Note: This is something we are working on improving in general.

If you are looking for specific envelopes, go to the Inbox or Sent folders and use Filters to sort by envelope status. If the results are too large, adjust by date range.
If you are concerned that, for example, Home > Action Required shows a higher number of envelopes than what’s in the Agreements > Action Required, you can rely on the Agreements view.

I hope you find this helpful. If you believe this response effectively addresses your question, please click “Select as Best” to help other users with similar questions and locate it more easily. Should you require any additional assistance, feel free to reach out. Thank you!

Best regards,

Jenny | Docusign Community Moderator

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

C

Christopher.Alpizar

Docusign Employee

Hello @Mike D BMC,

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community.

We are committed to providing you with the best service possible. Thank you for bringing this matter to our attention, I understand one of your user's completed envelopes are still showing in action required quick view.

To confirm have they tried the below troubleshooting:

Clear cache/cookies
Try a different browser(s)
Try an Incognito window
Try a different device
Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.
Try using VPN, or if on one already, disconnect from VPN and try again

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

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

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C

Christopher.Alpizar

Docusign Employee

Hi @Mike D BMC,

I hope you are doing well.

I would like to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Christopher | Docusign Community Moderator

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

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M

mnuzzo

Newcomer

Hello! I’m having the same issue. Cleared cache. Tried incognito mode and using other browsers. Tried the VPN step.

Still happening. Any thoughts?

Translate

C

Christopher.Alpizar

Docusign Employee

Hello @mnuzzo,

Thank you for reaching out to the Docusign Community.

Do you know if by any chance were there multiple envelopes sent with the same subject?

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

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

Translate

J

JessKobos

I’m experiencing this same exact issue after completing all troubleshooting steps listed above. What else would be causing this/how can I fix?

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J

Jenny.Martin

Answer

Community Moderator

Hello @JessKobos,

Thank you for reaching out, and welcome to the Docusign Community! We’re sorry to hear that you are having the same issue.

The parity of the numbers of envelope in Home versus how many envelopes are in the Agreements > Quick Views filtered views is not always exact. The Agreements page view is reliable, whereas the Home page numbers can vary on some factors.

Note: This is something we are working on improving in general.

If you are looking for specific envelopes, go to the Inbox or Sent folders and use Filters to sort by envelope status. If the results are too large, adjust by date range.
If you are concerned that, for example, Home > Action Required shows a higher number of envelopes than what’s in the Agreements > Action Required, you can rely on the Agreements view.

I hope you find this helpful. If you believe this response effectively addresses your question, please click “Select as Best” to help other users with similar questions and locate it more easily. Should you require any additional assistance, feel free to reach out. Thank you!

Best regards,

Jenny | Docusign Community Moderator

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

Translate

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You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.