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As a REALTOR, we send many contracts to clients for signature, and I’ve been using DocuSign for about 10yrs now. I’ve personally never had an issue with it. For some reason today when sending envelopes to yahoo accounts, recipients are not receiving them. All other email networks work well and receive envelopes except for yahoo. Even after pressing Resend, neither does the original email nor the resend are being receives. and Yes I’ve checked make sure emails are correct. Anyone else having this issue?
Solved
HAVING ISSUES SENDING ENVELOPES TO YAHOO EMAIL ACCOUNTS
- New Voice
Best answer by Vinicius.Rodrigues
Hi
I'm sorry you're experiencing this difficulty. Unfortunately, Yahoo uses some verification methods that end up blocking Docusign emails because they think we're spam (due to the large volume of emails sent to different yahoo email addresses, always from the same docusign domains) - what we call a ‘false positive’. We, at Docusign, are in frequent contact with the market's blacklists asking them to always unblock our lists, but this contact is not always received favorably.
We have other topics related to the problem, as you can check HERE and HERE, we are always trying to resolve this issue with them and with the blacklists providers.
As an alternative solution, we always recommend that Yahoo recipients include our domains in their whitelists or use other different domains. In parallel, if you want to report this problem, you can open a ticket with our support team and they will handle this information internally with the responsible areas.
Please, let me know if I was able to help you with this question. If so, could you please select click on the "Select as Best" option? Thank you!
+18- Docusign Employee
- Answer
Hi
I'm sorry you're experiencing this difficulty. Unfortunately, Yahoo uses some verification methods that end up blocking Docusign emails because they think we're spam (due to the large volume of emails sent to different yahoo email addresses, always from the same docusign domains) - what we call a ‘false positive’. We, at Docusign, are in frequent contact with the market's blacklists asking them to always unblock our lists, but this contact is not always received favorably.
We have other topics related to the problem, as you can check HERE and HERE, we are always trying to resolve this issue with them and with the blacklists providers.
As an alternative solution, we always recommend that Yahoo recipients include our domains in their whitelists or use other different domains. In parallel, if you want to report this problem, you can open a ticket with our support team and they will handle this information internally with the responsible areas.
Please, let me know if I was able to help you with this question. If so, could you please select click on the "Select as Best" option? Thank you!
- New Voice
Based on the multiple threads discussing the same issue regarding Yahoo recipient emails, this has been an ongoing issue for over a year now. If the issue has been identified, what are the steps DocuSign has taken with Yahoo to provide a permanent solution?
Like Carlos, my work is in real estate and documents are signed on a daily basis. The suggested workaround for a Yahoo recipient is going in their email settings and whitelist all of the listed DocuSign domains. This simply is not a feasible solution for elderly clients, or a client who is not tech savvy (over 50% of total clients). Just the instructions alone to check their junk/spam folders causes frustration, confusion and lowered retention for repeat business.
Not only has this been a widespread issue with Yahoo, but AOL recipients are experiencing the same issue as well. The envelopes are never arriving in their emails, and if they do end up in their inbox/spam/junk folder, the delay is 3-4 days. This is unacceptable with time constraints in several industries, particularly in real estate.
- Community Moderator
Hello
Thanks so much for sharing your experience—we completely understand how frustrating this issue has been.
While the issue has come up frequently, it appears to be related to how certain email providers—like Yahoo and AOL—process and filter incoming emails. DocuSign is continuously working to ensure messages are delivered as intended, though occasional filtering behaviors outside our system can affect delivery.
As mentioned above, Yahoo uses verification methods that sometimes block DocuSign emails, treating them as spam due to the large volume of messages sent from the same DocuSign domains. We regularly reach out to market blacklists and email providers to request that our domains be unblocked, but these appeals are not always accepted or acted upon quickly
We really appreciate your continued feedback, and please know we’re actively working to improve the overall experience wherever we can.
Regards,
Jenny | Docusign Community Moderator
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