Hello, at our intitution (college) we are noticing that some emails coming from DocuSign requesting people to sign are going into quarantine (not spam or junk). Has anyone else had this issue and found a solution? Is there anything I can do in the template formatting to help prevent this?
Don C.
Email issues are generally not fixable via any setting in the envelopes you send. It's usually a problem on the recipient's mail server that is blocking the emails from DocuSign.
Are the issues with specific domains? If it's not one of the public service domains like Gmail, Yahoo, etc. you can ask the recipient to work with their email admin to whitelist the DocuSign domains or IP addresses to ensure receipt of the emails.
You can find more information about whitelisting DocuSign in this support article:
Hope this helps!
Michael Levy
Please mark this response as the best solution if it helps solve your issue.
Thank you. MIT uses Outlook email so all are in the same domain.
Docusign Email Provider Migration FAQ
The linked DocuSign support article discusses how DocuSign emails can inadvertently be flagged by your organization’s security system (e.g., quarantined, sent to junk/spam). This is the same issue you’re describing at your institution.
Your IT/Security team may need to adjust filtering thresholds or rules for DocuSign emails.
Even though the template formatting can help (e.g., using clear text, minimal links, etc.), ultimately the biggest factor is your email filters’ configuration—particularly SPF, DKIM, DMARC, and allow-list rules.
As a Microsoft customer, MIT certainly has control of their domain and should be able to configure their mail server with these whitelist details.
Good luck!
Michael
Thank you
Hi
I hope you are doing well.
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Christopher | Docusign Community Moderator
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Hi, I am waiting to hear back from our IS&T department here at the college regarding some of the feedback I received.
Hi
When they reach out to you, let us know if you need further assistance.
Best regards,
Christopher | Docusign Community Moderator
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