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Hello All:

In the past few days I’ve noticed I do not always get an email notification when an envelope is signed/completed.

I have been receiving the “viewed” notifications for every signer on every envelope, and I get most of the notifications for the “completed” envelopes. But not all of them.

The most recent: I received both “viewed” notices (one for each signer) but did not received the “completed” notification - one of the signers (someone in my office, with the same email domain) forwarded me the notice to let me know it was complete.

I have checked all my preferences/settings and ALL notifications are checked off. No changes have been made to any notifications. 

Any idea as to why this is happening and how to fix it?

 

thanks

mr1

UPDATE:

I did receive a notice of completion - at 1:08am  - about 10 hours after the forms were signed.

10 hours is a  LONG time for a notification to lag. Was this a fluke?

Hello ​@mr1 

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible. 

Could you provide an envelope ID so that I can check why you are experiencing delayed notification?


Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"

​@Ma.Cubio 

I messaged you the information.

thanks,

mr1

Hi ​@mr1  — Thanks for the heads up on this.

We’ve confirmed the issue, and our engineering team is actively investigating under ticket ID DIRCA-3395. We know how disruptive this can be and really appreciate your patience.

If you'd like to stay in the loop, we suggest opening a support case and referencing the ticket number so you get notified of updates:
👉 Open a Support Case

Here if you need us!

 

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"

 

​@Ma.Cubio 

Thanks - I guess I’ll wait to see if this gets fixed…

 

mr1

Hi ​@mr1 
We’re sorry for the inconvenience this caused you and appreciate your patience. Upon checking, ticket ID DIRCA-3395 has already been closed as resolved.
 

If you found the response to be a useful solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer"

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