Hi
All of a sudden envelopes are not being received even though they show as sent in report. I am using the sample recipients csv file downloaded from within the envelope, no names are duplicated and email addresses are properly formatted.
What else can I do to check?
Thanks
Juliette Monet
Best answer by Jenny.Martin
Hello Juliette,
Thanks for reaching out, and welcome to the Docusign Community! We’re sorry to hear that you are experiencing this issue. Let’s sort it out.
If the envelope status in DocuSign shows as "sent," it means the envelope was successfully sent from DocuSign's end. If the recipient has not received the envelope email, the issue could be due to reasons such as the email going to the recipient’s spam or junk folder, the recipient's email server filtering or blocking DocuSign emails, or the recipient’s notification settings disabling email alerts.
Article: Why aren't my signers receiving Docusign Notification emails?
Does this issue occur with all envelopes you’ve sent? It may be related to the incident on 11/19/2025 — Delays in Email Notifications (DIRCA-3834) — but has since been resolved.
I hope this helps clarify things! If you found this response helpful, feel free to give it a like or mark it as the best answer. Let us know if you have any further questions
Best Regards,
Jenny | Docusign Community Moderator
If this helped, like 👍and mark it as “Best Answer” so others can find it, too!
Hello Juliette,
Thanks for reaching out, and welcome to the Docusign Community! We’re sorry to hear that you are experiencing this issue. Let’s sort it out.
If the envelope status in DocuSign shows as "sent," it means the envelope was successfully sent from DocuSign's end. If the recipient has not received the envelope email, the issue could be due to reasons such as the email going to the recipient’s spam or junk folder, the recipient's email server filtering or blocking DocuSign emails, or the recipient’s notification settings disabling email alerts.
Article: Why aren't my signers receiving Docusign Notification emails?
Does this issue occur with all envelopes you’ve sent? It may be related to the incident on 11/19/2025 — Delays in Email Notifications (DIRCA-3834) — but has since been resolved.
I hope this helps clarify things! If you found this response helpful, feel free to give it a like or mark it as the best answer. Let us know if you have any further questions
Best Regards,
Jenny | Docusign Community Moderator
If this helped, like 👍and mark it as “Best Answer” so others can find it, too!
Also check the signing order, envelope moves according to that if it is set, for e.g. if A’s order is 1, and B is 2, B will receive the envelope only once A signs.
Hello
I hope you're doing well. I'm following up on the above solution provided. Could you please confirm whether it addresses your question? If it did, can you please mark it as Best Answer ✅" to assist other users with similar inquiries and improve its visibility. Let us know if we can help with anything else. Wishing you a smooth rest of your day!
Best Regards,
Jenny | Docusign Community Moderator
I am having the same problem. I don’t send out many envelopes but over the last month I have had repeated issues with recipients not receiving emails.
I contacted Docusign support to resolve the issue but they have not been helpful at all. Very poor from a purported market leader.
The Docusign Support Case number is 16779981
Hello
Thanks for reaching out to the Docusign Community!
I took a look at both envelopes on the case, and I can confirm that the emails were successfully sent from DocuSign’s side and handed off to the recipient’s mail server.
After the handoff, we no longer have visibility or control over what happens inside the recipient’s mail server. If the recipient still hasn’t received the email or is experiencing delays, the best next step is for their IT team or email domain administrator to check on their side for anything that could be affecting delivery.
👉 Why am I not getting Docusign email notifications?
Let me know if you have any questions.
Regards
Jenny | Docusign Community Moderator
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