Sent Mail Not Appearing

Forum|Forum|2 years ago
April 29, 2024
3 replies
253 views

I sent a document for someone to sign, but when I logged back in after sending, it did not appear in any folders. I have no clue if it sent or if it was signed or anything

eSignature

Best answer by Vinicius.Rodrigues

Hi @Lauren.Side ,

Update: Incident IM-39778 has been resolved. The Docusign development team was able to identify the problem and fix it promptly. No new envelopes sent from now on will be affected!

Regarding envelopes that were previously sent, some are being restored automatically, others will require manual action (to move do sent items again).
To know which envelopes you sent during this period, we recommend that you obtain a list through the Envelope Report. When you find the envelopeIDs, you can access them using the URL https://apps-d.docusign.com/send/documents/details/(completed envelopeID number with dashes) as long as you are part of the envelope flow (as recipient or sender).

If you want more information or require further assistance, please contact our Customer Support team mentioning incident IM-39778 in the subject of the ticket.

We are sorry again for what happened!

D

David.Schmitz

Hero

@Lauren.Side If you were considered the Sender of the envelope then the envelope should appear under Manage > Sent of you User account. Log out and back in to see if the situation changes. Also ensure the Filters for the Sent folder are set to values that would include that envelope.

There can be issues with slow delivery or there also can be situations where if you have multiple DocuSign user accounts that the envelope could have landed in another of your User Sent folders. Next step is check with your DocuSign Admin then if that fails to provide an answer open a DocuSign Support case.

Vinicius.Rodrigues

Docusign Employee

Hi @Lauren.Side !

Docusign identified a bug related to this issue, and since it’s impacting customers an incident was opened - as showed below:

Some envelopes are intermittently not appearing in Users Inboxes but can be found via search (IM-39778)

If you’d like to follow and receive updated about this bug, please access https://status.docusign.com/incidents/1dbph1zg44rw. Or, if you prefer, you can check on our status.docusign.com website.

Additionally, we encourage impacted customers to open a ticket reporting the issue, so the support team can map each impacted customer and offer personalized assistance once the issue is resolved.

We appreciate each of you reporting this issue and we apologize for the inconvenience!

"Select as Best" below if you find my answer is a valid solution to your issue and mark it as resolved.

Vinicius.Rodrigues

Answer