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receiver did not receive docuSign notification to sign...

Forum|Forum|1 year ago
January 10, 2025
6 replies
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I have sent 2 forms via DocuSign to 2 different people at the University and both say they are not receiving anything to sign. The first one I resent it 5 times. They both looked in junk/spam and it was not in there. The first one I resent to his gmail and it went through fine. Is this an issue with University emails?

Best answer by Christopher.Alpizar

Hello @Peter Cooper @WillowYVR ,

Thank you for reaching out to the Docusign Community.

Under certain circumstances, emails can be blocked by the recipient’s email domain configuration or can be marked as spam. You can find more details about these scenarios here: Why aren't my signers receiving Docusign Notification emails?

If your recipient has confirmed that none of the above scenarios apply, we recommend creating a Customer Support case so that a Tech Support Expert can take a closer look at the issue. Please provide the envelope ID number in the case notes.

How to find your document’s envelope ID: Where can I find the Envelope ID?

To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case". Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center.

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

C

Christopher.Alpizar

Docusign Employee

Hello @JKarpe,

Thank you for reaching out to the Docusign Community.

Are you still encountering this issue?

Are you the only affected user of your account?

Is this happening for all of the envelopes?

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

W

WillowYVR

Newcomer

Same issue here - different people at different companies not recieving anything despite multiple re-sends. Has been happening since last Thursday. In one case the person received it two days later, a day after I had voided it since they had eventually signed manually. This is becoming a huge problem.

P

Peter Cooper

Active Voice

I also experienced end users saying that they do not receive envelopes. This sporadically occurs. the last example occurred last week. The envelope was re-sent twice, finally the envelope appeared after 3 hours. This is also becoming a more frequent problem for us too.

C

Christopher.Alpizar

Answer

Docusign Employee

Hello @Peter Cooper @WillowYVR ,

Thank you for reaching out to the Docusign Community.

Under certain circumstances, emails can be blocked by the recipient’s email domain configuration or can be marked as spam. You can find more details about these scenarios here: Why aren't my signers receiving Docusign Notification emails?

If your recipient has confirmed that none of the above scenarios apply, we recommend creating a Customer Support case so that a Tech Support Expert can take a closer look at the issue. Please provide the envelope ID number in the case notes.

How to find your document’s envelope ID: Where can I find the Envelope ID?

To open a support case in the Docusign Support Center, go to the "Get Support" section and select "Open a Support Case". Log in using your Docusign credentials and select a case subject. If you have multiple Docusign accounts, choose the appropriate account to continue. Open a case in the Docusign Support Center.

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some of the options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

Let us know if you need further assistance.

Best regards,

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

W

WillowYVR

Newcomer

This was not a spam issue, as these recipients receive Docusigns from me regularly (and as I also stated, one of them was received two days later).

It is now resolved and I’m certain was due to the partial system outage that was reported here: https://status.docusign.com/incidents/vw5l7ckhd9nn

It’s not always user error when a product isn’t working.

P

Peter Cooper

Active Voice

Willow,

Thank you i used the link you sent to sign up for email system outages. Thank you for sending the link!

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Docusign Community

You can login or register as either a Docusign customer or developer. If you don’t already have a Docusign customer or developer account, you can create one for free when registering.