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I created and sent envelope but it's not in the Manage or anywhere!

Forum|Forum|2 years ago
April 29, 2024
18 replies
1314 views

I created it, sent it out, have people signing (and filling it in), I myself got the link to sign and fill it in, BUT… the envelope is nowhere to be found.

Not in the ACTIVITY, not in the SENT, I can only access it by the receive-to-sign-email I got…

I am in my 30-day trial and my profile is complete. I was thinking of a paid profile but this first experience is a huge cause of worry...

eSignature

Best answer by Vinicius.Rodrigues

Hi @RodrigoRodrigues @Jenniferm126 @Cait Lewis @J. Hamilton @david.geldermann @Delia Snyder @AMarina @Terri @Flora.Wilkerson @Marcie S

Update: Incident IM-39778 has been resolved. The Docusign development team was able to identify the problem and fix it promptly. No new envelopes sent from now on will be affected!

Regarding envelopes that were previously sent, some are being restored automatically, others will require manual action (to move do sent items again).
To know which envelopes you sent during this period, we recommend that you obtain a list through the Envelope Report. When you find the envelopeIDs, you can access them using the URL https://apps-d.docusign.com/send/documents/details/(completed envelopeID number with dashes) as long as you are part of the envelope flow (as recipient or sender).

If you want more information or require further assistance, please contact our Customer Support team mentioning incident IM-39778 in the subject of the ticket.

We are sorry again for what happened!

J

Jenniferm126

Newcomer

I have a paid account (for 3 years now), and this just recently happened to me. I cannot find the documents I sent anywhere in Docusign.

R

RodrigoRodrigues

Author

New Voice

I have a paid account (for 3 years now), and this just recently happened to me. I cannot find the documents I sent anywhere in Docusign.

I was going to go ahead with a paid subscription because in the past I had used Docusign as a mere signer of documents but when I needed this time to create something felt it was very easy to use and fluid but with this problem I’m super reluctant to move into a paid version…
But did they solve it? How was customer support?

Vinicius.Rodrigues

Docusign Employee

I'm sorry that your Docusign experience wasn't what you expected. Let me try to help you solve this problem!

Firstly, I’d like to say that envelopes do not “disappear” from the Docusign platform. There is a series of metadata and security that allows you to track everything that is happening in that transaction. Therefore, that it’s possible to locate the history of it.

One of the most common possibilities for not locating the envelope is searching in the wrong folder or using filters. Therefore, the first tip I give you is if you are really the sender of the envelope, access your Sent Items box (Manage menu) and check that you do not have active filters. Watch this video for more details: eSignature: How to Manage Envelopes
Another tip is to check if your account administrator has not created an automatic Custody Transfer rule in your account, that is, as soon as you send the envelope it is automatically transferred to another user. See more information here: Custody Transfer Rules
If you still cannot locate the envelope, another possibility is to obtain the envelopeID number and search using it. Every transaction carried out on Docusign receives a unique ID number. See how to locate the ID through this article: Locate a Docusign envelope ID
Once you have the envelopeID, simply return to your Manage menu from the account that sent the envelope, access the Sent folder and search using this number. If you prefer, you can insert the envelopeID number at the end of this URL: https://apps-d.docusign.com/send/documents/details/(completed envelopeID number with dashes)

Let me know if you managed to resolve the issue!

"Select as Best" below if you find my answer is a valid solution to your issue and mark it as resolved.

Vinicius.Rodrigues

Docusign Employee

I have a paid account (for 3 years now), and this just recently happened to me. I cannot find the documents I sent anywhere in Docusign.

Hi @Jenniferm126 ,
the same instructor provided to Rodrigo can be applied to you. Please, review all details above and let me know if worked for you too!

"Select as Best" below if you find my answer is a valid solution to your issue and mark it as resolved.

C

Cait Lewis

Newcomer

I sent 10 DocuSign envelopes out this morning and they are nowhere to be found, not in Sent, Drafts, or showing up under manage. Where are my envelopes?

Vinicius.Rodrigues

Docusign Employee

I sent 10 DocuSign envelopes out this morning and they are nowhere to be found, not in Sent, Drafts, or showing up under manage. Where are my envelopes?

Hi @Cait Lewis !
Since I'm not a member from Docusign Customer Support team, I don't have much access to check. However, checking the website status.docusign.com so far there has been no incident reported until now, but I will keep an eye out if more people report this through the Community.
In the meantime, also try to follow my suggestions that I provided above. I hope they can help you with this!

If you prefer, you can open a ticket with the Customer Support and report what is happening with your account.

"Select as Best" below if you find my answer is a valid solution to your issue and mark it as resolved.

J

J. Hamilton

Newcomer

I have also had a paid account for several years and had the same issue for the first time this morning. I was able to find it by searching by the envelope ID and moving it to “sent,” but I hope this issue doesn’t persist. Sent envelopes should appear in the sent folder automatically.

D

david.geldermann

Newcomer

I am having the same issue. I sent two envelopes this morning, and neither are showing up anywhere. I have no filters on and I’ve checked every folder.

D

Delia Snyder

Newcomer

Hello all,

I am experiencing the exact same thing. Paid DocuSign account for two years. I sent and completed envelopes yesterday that show up in my inbox. But those I sent and completed this morning are not in any of my folders.

I performed tip 3 from Vinicius.Rodrigues below. IT worked to pull my envelope into the inbox and sent folders.

BUT this is still an issue that we all need to open tickets for. Because I have the Life Science (Part 11 compliant) DocuSign account. Envelopes not showing up is not acceptable. This also makes me wonder if the envelopes will show up during a DocuSign Retrieve activity.

Delia

I'm sorry that your Docusign experience wasn't what you expected. Let me try to help you solve this problem!

Firstly, I’d like to say that envelopes do not “disappear” from the Docusign platform. There is a series of metadata and security that allows you to track everything that is happening in that transaction. Therefore, that it’s possible to locate the history of it.

One of the most common possibilities for not locating the envelope is searching in the wrong folder or using filters. Therefore, the first tip I give you is if you are really the sender of the envelope, access your Sent Items box (Manage menu) and check that you do not have active filters. Watch this video for more details: eSignature: How to Manage Envelopes
Another tip is to check if your account administrator has not created an automatic Custody Transfer rule in your account, that is, as soon as you send the envelope it is automatically transferred to another user. See more information here: Custody Transfer Rules
If you still cannot locate the envelope, another possibility is to obtain the envelopeID number and search using it. Every transaction carried out on Docusign receives a unique ID number. See how to locate the ID through this article: Locate a Docusign envelope ID
Once you have the envelopeID, simply return to your Manage menu from the account that sent the envelope, access the Sent folder and search using this number. If you prefer, you can insert the envelopeID number at the end of this URL: https://apps-d.docusign.com/send/documents/details/(completed envelopeID number with dashes)

Let me know if you managed to resolve the issue!

A

AMarina

Newcomer

We are having the same issue. This is not a user issue. The tips are not working. It is a DocuSign bug - please fix it. We have used DocuSign for years and this is occurring. @Vinicius.Rodrigues

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