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Sandbox doesn't send envelope to recipients email address

Forum|Forum|1 year ago
May 28, 2025
16 replies
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Hi,

I’m working with a sandbox to integrate docusign in my web app. My service is able to create the envelopes and, checking on the docusign developer page all appear to work properly. The problem is that the mail never get to the recipients.

This is my second integration with docusign and I’ve never experienced truble like this, I’ve tried to resend from my docusign developer page, change the addresses and check the spam of all the mail that I’ve sent the envelopes.

For my developer account I’ve created 2 accounts one for each integration that I’m working on.

I’m fresh out of ideas and I don’t understand if there is some mistake on my part that I should fix or if it’s something platform related.

Thanks,

Best Regards

Pietro

Best answer by Ivan.Dinkov

Hi @Emil Software

Emails might have been blocked by some security rules

Please open a support case so we can get all the info we need (which can not be shared here)

Regards

Ivan D

D

Drewcifer

Established Contributor

Open the in-progress envelope and top left-ish, looke for the “More” button. Select “History”. That will show you if DocuSign transmitted the email or not.

E

Emil Software

Author

New Voice

Thanks for your answer!

From history it appear that has been sent immediatly after the creation of the envelope

D

Drewcifer

Established Contributor

Then the hold up is apparently on the recipient’s email client’s end.

E

Emil Software

Author

New Voice

Ok thank you,

It just seems a bit strange to me becouse untl 2 days ago was still working and now has stopped both with my personal mail and the work mail.

Ivan.Dinkov

Answer

Docusign Employee

Hi @Emil Software

Emails might have been blocked by some security rules

Please open a support case so we can get all the info we need (which can not be shared here)

Regards

Ivan D

D

Drewcifer

Established Contributor

@Ivan.Dinkov Are you saying they were blocked by DocuSign’s security rules?

Ivan.Dinkov

Docusign Employee

They might have been blocked.
Just an option that needs to be checked in the backend

Ivan D

M

Ma.Cubio

Community Moderator

Hello @Emil Software

How are you? I'm checking in to see if you still need assistance. If yes, kindly reply here with more context or confirm if the issue has been resolved.

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.

E

Emil Software

Author

New Voice

Hi @Ma.Cubio

The issue appear to be resolved. Now the system can deliver the email to the recipients, and it doesn’t go in to spam like before. The only issue is that I don’t get the usual email with the template and the brand defined in my account, instead I get an email that ask if i recognize this signature request. I hope that this is the case only for the sandbox and once I’ll go live this doesn’t happend anymore.

Anyway now I’m able to test my app again so I have closed the support case.

Thank you, have a nice day!

M

Ma.Cubio

Community Moderator

Hello @Emil Software,

That’s great to hear—glad things are working now. If anything else comes up or you hit another roadblock, don’t hesitate to reach out here in the Community.

Wishing you a smooth rest of your day!

—
Ma. Cassandra | Docusign Community Moderator

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