Envelope not received

Hello,

Since a couple of days, none envelope are received despite of sent status in docusign.

I have two accounts, one for tests and one currently used in production. The test one is the one that does not work anymore.

I did not notice any change in the way we integrate docusign in our back-end. We’re just editing document and then send the base 64 encoded bytes to docusign.

The envelope Id is well received, even the logs in developer consol panel show OK status but no mail is sent.

Can you please help me solve this issue ?

Regards

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Hi @Antoine — thanks for raising this.

Email delivery can sometimes get tripped up by spam filters or IT settings. This article explains a few common reasons why messages don’t get through: Why aren’t my signers getting emails?

If none of those seem to apply, your best next step is to open a Support case so our tech team can take a closer look. Be sure to include the Envelope ID so they can find the issue faster:

Let us know if we can help you get that started.

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

@Antoine As @Ma.Cubio told you can open a case with support team and let they confirm whether Docusign SMTP system has received the response code 250 from your mail server.

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Hello,

Thank you for your answer. I tried to create a support case but it seems that only paid accounts can create this kind of ticket. My problem is that for my TEST environment, which is not a paid account, I still don’t receive any mail. As I explained in my post, the paid account I’m currently using in PRODUCTION does work as expected, I can receive the mails.
My problem is about my TEST account, which is not a paid one and for whom it seems i’m not able to create any ticket even if I have all the technical info : trace-token, envelope id, timestamp etc.

What should I do ?

@Antoine You can create case by your production account and provide your demo account information.

Hello ,

I opened a support case 15388962 but don’t have any information yet.

Regards,

Hello @Antoine,

I can see that an expert is already handling your case. I will follow up with the expert on your behalf instead.

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

Hello @Antoine

How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved.

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

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