The signers of a document I need signed by 5 people have not received it. They contacted me because they hadn’t seen it. I sent it on February 28. I re-sent it two hours ago - they still have not received it.
What is the problem and how can I get this fixed ASAP. Time is of the essence.
Thank you.
+14Hi
Unfortunately, it’s not possible to affirm what may be happening in your case. There are several possibilities, such as: Email was Redirected; Signing Order; Email was Blocked; Embedded/Captive Signing; among others. The only way to confirm what may be happening is through a ticket with the customer support team, where they can analyze the metadata of the envelopeID.
What I recommend for you is this article that explores most of the possibilities:
+8Hello
I hope you are doing well.
I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful.
If so, please mark it as the "Best Answer ✅" by clicking “Select as Best” to make it easier for other users to find.
Otherwise, let me know and I will gladly help you address the situation as soon as possible.
Best regards,
Marco Paulo | Docusign Community Moderator
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