Not able to edit a recipient email address when correcting an envelope

Greetings,

Email addresses are typically grayed out if that recipient has already acted within the envelope.  Perhaps the email address it was sent to signed it by mistake? Envelope senders can not correct anything about an envelope that a recipient has already acted upon.

I would check the History of the envelope to see what actions have already been taken to better understand which recipients have acted and that could help explain the root cause.  If necessary, your sender may have to void the envelope and then create a copy with the corrected email address to send to.

Hello,

An invitation was sent to the customer and the status is showing as Sent. The next line in the history shows that the team member initiated correction but the recipient email address was greyed out so she couldn’t change anything. Then it says recipient tabs modified in the next status item but the team member wasn;t able to change the recipient email address. The next lines says the team member completed the correction and it was sent. Then we got a message that there was a delivery failure. 

I’m not sure if this has anything to do with it but we have the Advanced Options on our templates set to not allow senders to edit, add or remove recipients. Would that be the reason the team member couldn’t fix the recipient’s email address?

Thank you for the reply. That Advanced Option is absolutely the reason why that would be locked down, and I have run a test that confirmed that behavior.  Unfortunately, there’s no way to amend that on that envelope in question, as changing that Advanced Option on the template applies only to future envelopes, not to corrections on envelopes already in progress.  

Thank you. For Template Usage, would that need to be set to Advanced edit only to allow senders ot make edits to recipients or documents?

That setting will not make a difference as long as the recipients are locked.  Using Advanced Edit Only will simply cause the sender to start in the full envelope preparation screen after they click “Use”, rather than the Quick Send Screen.  The recipients will still be grayed out and locked down to edits by the sender.

Hello ​@Hstarr ,

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