False mail notifications and entries in history when signer has not clicked into envelope.

Forum|Forum|1 year ago
November 8, 2024
11 replies
306 views

We are experiencing an issue whereby senders are receiving notifications that recipients have viewed an email, and it is including phantom entries into the envelope history of this action, when the action has not taken place. Is anyone else experiencing this?

As it is documenting actions by a user which are not taking place we dont feel that the legality of the envelope history is valid (we have tested several times and when an envelope is received it is stating that the envelope has been viewed when the link has not been clicked on).

Support have been no use at all, so hoping some others may have suggestions or at least acknowledge they may be experiencing the same.

eSignature

Best answer by MMohammad

Our resolution has been that we worked out that it is our email security (proofpoint) that is analysing the link on the email, which triggers to say that there has been an action on the envelope in its history, even though no one has actually viewed the envelope.

So, this was from our side, not DocuSign. We have contacted Proofpoint for some information but they have not responded as yet, however I am hoping that this helps guide others who are having the same issue.