Sandbox doesn't send envelope to recipients email address

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.

Thanks for your answer!

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

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

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 Are you saying they were blocked by DocuSign’s security rules?  

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

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.

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!

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

​@Emil Software ​@Ivan.Dinkov 
 

Hi Pietro,

I’m experiencing the exact same issue in my sandbox environment, envelopes are created and show as “Sent” in the DocuSign developer dashboard, but the emails never arrive to the recipients.

Could you share what steps you took to resolve this on your side? It would be very helpful to know if there’s a configuration or workaround that fixed it for you.

Thanks in advance!

Best regards,

Hello ​@Tatiana 
You may check the article below about Why am I not getting Docusign email notifications?

Has a sender claimed to have sent you a document via email but you are not receiving them?
Occasionally, Docusign email notifications may be blocked by either your email server, firewall, email provider, or email client (such as MS Outlook). Below are some steps to help prevent this behavior.

Solution 1   

1. Check your email Junk or Spam folder. If the Docusign email is located in these folders, mark the email as not-junk or not-spam.    
2. Add the following email addresses as Safe Senders (aka Trusted Senders) your email client. Please allowlist the following Docusign system sending email addresses:

        dse@docusign.net
        dse_demo@docusign.net
        dse_na2@docusign.net
        dse_na3@docusign.net
        dse_na4@docusign.net
        dse@eumail.docusign.net
        dse@camail.docusign.net
        dse@aumail.docusign.net
        dse@fedmail.docusign.net
        

3. Advanced steps that you can forward to your IT department. 

•  Allow emails from the following domains: @erp.docusign.com, @springcm.net, @docusign.net, @help.docusign.com, and @docusign.com
• If your company has elected to explicitly allow IP addresses advertised by our service, they will need to ensure that they have allowlisted all of the Docusign Email IPs  
• Check that your email server allows TLS 1.2

Once you have confirmed that these steps have been taken, you may need to request the sender resend the envelope. See: How to contact the sender?
Solution 2

If you need immediate access and you have a Docusign account, log into your account and access the envelope to sign in your inbox.
Solution 3

If you have a Docusign account, you could also try checking your Recipient notification settings for any notifications you may have previously turned off.
Follow the steps in this article to see which notifications you may need to double-check.

I hope this will help.
—
Ma. Cassandra | Docusign Community Moderator
If this pointed you in the right direction, click “Best Answer”!
 

Hello ​@Tatiana 

I hope you are doing well.  I want to confirm if you were able to solve your issue by utilizing the suggested solution or if the information provided was useful. 

Let me know, and I will gladly help you address the situation as soon as possible.

Sincerely,

Ma. Cassandra | Docusign Community Moderator

If this helped, feel free to Like👍and click "Best Answer"

Hello ​@Ma.Cubio 
 While we are aware that one common recommendation is to add DocuSign senders to the recipients' safe sender list, this is not feasible in our case. We cannot ask a training group of over 100 participants to manually configure their email settings.

That said, we did follow this suggestion in a test environment — adding the sender addresses as trusted — but the emails with the envelopes still were not received. Interestingly, recipients are receiving reminder emails about the signing deadline, which suggests that the issue is not on the recipients' side.

We have also reviewed our integration, and it is functioning correctly. The issue appears to be with the delivery of the envelope invitation emails themselves.

Unfortunately, the problem remains unresolved, and we are still unable to proceed with our planned use of the integration.

Kind regards,

Tatiana

Hi ​@Tatiana 
I’m sorry that the issue is still unresolved. To investigate further, I highly suggest that your admin create a support case so we can resolve this issue as soon as possible. Thank you.
 👉 Open a Support Case

 

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

Hello ​@Tatiana 

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!

Sincerely,

Ma. Cassandra | Docusign Community Moderator

If this helped, feel free to Like👍and click "Best Answer"