Problem Report: Signed documents by sender not tracking, and not showing in Action Required section in Home

Question

Up until recently: we used to be able to create an envelope, add the customer details, click send and then "sign" the sections required.

The tracker for the document, in "Waiting for others", would show the first step completed: 1/X, indicating that the sender "signed" their part

Now... we do this, however:

The document is in fact not signed (when you check in pending from others, tracker still shows 0/X)
The tracker still shows 0/X
We now must go to the DocuSign email, review the doc and sign.

How do we correct this to streamline the process and reduce the number of steps required?

Community Expert · Accepted Answer

Hello,Thank you for reaching out here in the DocuSign Community.We apologize for the inconvenience, I understand that your documents are not showing in your DocuSign account.This could happen for several reasons, which are listed below:The envelopes are coming from an account on a different server than the server that your account is in and are being redirected to a Recipient account (a placeholder account created in the backend).You have another account opened a long time ago with the same email address to which the envelopes started to redirect to.In both cases, I would recommend contacting customer support to have this confirmed and have the accounts closed up so that the envelopes can route to the correct account:https://support.docusign.com/en/contactSupportIf you’re not able to open a Customer Support case via the above link, you can scroll down the page to “More Support Options” and select "I can't reset my password or don't have an account." You will have different options to contact Support.Let us know if you need further assistance with this.Best regards,Nathaly | DocuSign Community Moderator"Select as Best" below if you find the answer a valid solution to your issue!

kuankuana · Answer

Could I send email to support center and report my case. I can not send signature to envelope.

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