Skip to main content
arrow-left Back to Docusign.com

We are experiencing an ongoing issue, with multiple users, both internal and external of our company. The issue is signers are receiving requests to sign documents again, after they have already signed them. The issue began a couple of months ago and is rather sporadic, but we have had more than 10 different users report it at this point, many of which are power users who use DocuSign a LOT. 

We saw the other post below describing the issue as well, but we don’t believe users are clicking the link to trigger the new email. The users reporting the issue are some of our biggest DocuSign users like Legal, who sign hundreds of documents a year. 

We use Ariba for many of our DocuSign signatures, but the issue isn’t isolated to Ariba contracts. We also see the issue with manually created signature requests outside of Ariba. We tried some test Documents to see if we could recreate the issue, but they have all worked without duplicate emails. 

Is anyone out there able to confirm this behavior in your environments? Any idea what is triggering it or how to work around the issue? 

 

 

Hello ​@RSchauer,

Thank you for reaching out to the Docusign Community.

For this, it would be best to create a case with Docusign Support and provide the support agent with some of the envelope IDs that you know are presenting this issue, so the support agent can run a query on them and view the log notification to determine the cause for this, the case is needed because the logs contain Private Identifiable information that cannot be disclosed on this public forum.

To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case". Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center. 

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.

Hi ​@RSchauer,

I hope you are doing well.

I want to confirm if you need further assistance,  were you able to create the case? 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.

Reply


Code of Conduct

Docusign Community

Code of Conduct