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Envelopes sent but not received by recipient. I have a paid account but I can't login to create a ticket

Forum|Forum|1 year ago
June 11, 2025
3 replies
137 views

I sent two envelopes but the recipients can’t find them in their inbox or spam folder. I tried to login to support and I see this message. We have a paid account and send dozens of envelopes a month usually without issue.

Best answer by Ma.Cubio

Hello @Acadia @amoore907

Welcome to the Docusign Community! I'm sorry to hear about your experience, and thank you for taking the time to share it. Rest assured, I’m here to help.
If both of you experience the same error message as shown in this post, I’d like to know if your docusign account has the same email as yours in this community to refresh it. Alternatively, here are the steps and all options to reach out for support:

How do I contact Docusign Customer Support?

Important Changes to Docusign Support

Also, to further check on the envelope in question, which your recipient has not received, please send me the envelope ID via private message.
I hope to hear from you soon. Thank you.

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

A

amoore907

Newcomer

We are having the same issue as well. This has been an intermittent issue for months - with Outlook and Yahoo recipients being the worst offenders in not receiving envelopes.

M

Ma.Cubio

Answer

Community Moderator

Hello @Acadia @amoore907

Welcome to the Docusign Community! I'm sorry to hear about your experience, and thank you for taking the time to share it. Rest assured, I’m here to help.
If both of you experience the same error message as shown in this post, I’d like to know if your docusign account has the same email as yours in this community to refresh it. Alternatively, here are the steps and all options to reach out for support:

How do I contact Docusign Customer Support?

Important Changes to Docusign Support

Also, to further check on the envelope in question, which your recipient has not received, please send me the envelope ID via private message.
I hope to hear from you soon. Thank you.

Best regards,

Ma. Cassandra | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue

M

Ma.Cubio

Community Moderator

Hello @Acadia

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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You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.