Hello,
We are recently experiencing an issue where after an individual has signed the package the are repeatedly receiving email notifications to sign the package. When they open the email, it shows that they have already signed, and I can see from my end that the signing was completed prior to them being sent the new reminder.
This issue has only come up in the last week, no settings have been changed in our Admin account.
Any suggestions?
Hello
Welcome to the Docusign Community and thank you for posting your concerns!
Is this happening to several recipients in different envelopes? Can you provide an envelope ID?: Where can I find the Envelope ID?
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!
Hi
Thank you for the response. Yes this is happening with multiple recipients (we usually have 3 per envelope)
Recipient 1 - Receives a copy, no action needed
Recipient 2 - Signs 1st - they are receiving email notifications to action the package after they have already signed
Recipient 3 - Signs after the above - they are receiving email notification reminders up until they sign (I have not heard of any issues with receiving them after they signed).
Here are a few examples:
7de0d2ff-608a-41bb-aae8-0e0e4fc1a6ff
a8cf892c-b0b3-4332-a314-7d2c7e280370
85e9e77f-2523-40f9-8a72-5ea7d00e14f0
In the history of the envelopes, it is showing “resent expired link” on some, but this is being sent after they have signed (the package is not completed, recipient 3 still needs to complete) but recipient 2 has no further actions required. Are envelopes are also not set to expire.
Thank you,
Jamie Rush
Hello
Thank you for reaching back.
Checking the envelope ID you so kindly provided it seems like you do not have any reminders set on them.
The history does show that the recipients are clicking the link 5 times, doing so makes the link on the envelopes expire so that a new one can be sent: Access Code and Email Notification Link Expiration
As a test, use an access code as an authentication method for your documents, this will keep the link active even after they click on it more than 5 times. If this prevents your issue from happening again then it could be the recipients accessing the documents several times (maybe to see the progress) that expires the link and sends them a new one.
Regarding your envelopes expiring, you have it set to 120 days after the document has been sent to expire.
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!
Hello
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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