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email issue

Forum|Forum|1 year ago
October 21, 2024
6 replies
276 views

My issue is that a client’s DocuSign requests are rejected as “The email account that you tried to reach does not exist,” but regular emails to the same address go through. Not sure why the DocuSign emails are being flagged as “wrong address.”

eSignature

Best answer by nathaly.monge

Hello @Blaine ,

Thank you for reaching back and checking.

I believe the best course of action would be to create a case with support and get on a screen share session with them: https://support.docusign.com/en/contactSupport

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!

N

nathaly.monge

Docusign Employee

Hello @Blaine ,

Welcome to the Docusign Community and thank you for posting your concerns!

Are they getting the error when trying to sign a document? Does your documents/envelopes require the signer to login to their account?: Authentication Settings

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!

B

Blaine

Author

New Voice

The recipient is not even receiving the document to sign. They do not need to login into an account to sign. The envelope is sent to his gmail.com address, and I am receiving an email back that his address does not exist, but when I just send him a regular email to the exact same address, it goes through no problem. I have made sure there are no extra spaces etc. in his email address for DocuSign, and I even copied and pasted his address I used to send a regular email into the address field for the Docusign envelope. Same result. Just seems odd the same address is used for both emails, but the DocuSign email is getting flagged with a “email address does not exist” reply.

N

nathaly.monge

Docusign Employee

Hello @Blaine ,

Thank you for reaching back and clarifying.

That’s weird, you say that there are no extra spaces, is that true at the end of the email address as well?

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!

B

Blaine

Author

New Voice

No extra characters or spaces in front or after the address. Tried sending the email on three consecutive days and got the same rejection although I received emails from the same client that were not sent through DocuSign on each of those days.

N

nathaly.monge

Answer

Docusign Employee

Hello @Blaine ,

Thank you for reaching back and checking.

I believe the best course of action would be to create a case with support and get on a screen share session with them: https://support.docusign.com/en/contactSupport

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!

N

nathaly.monge

Docusign Employee

Hello @Blaine ,

If you found my response 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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