Hello @Darlene,

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community, we are committed to providing you with the best service possible.

Have you tried the below troubleshooting:

• Clear cache/cookies
• Try a different browser(s)
• Try an Incognito window
• Try a different device
• Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.
• Try using VPN, or if on one already, disconnect from VPN and try again

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.

Hi @Darlene,

I hope you are doing well.

I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

 Christopher | Docusign Community Moderator

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

Thank you really didn’t get an answer to my question.

Hi @Darlene,

I apologize for any inconvenience this might cause you. would it be possible for you to provide an envelope ID for one of the envelopes that still shows as open?

Best regards,

 Christopher | Docusign Community Moderator

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

Hi @Christopher.Alpizar 

Thank  you for your email, I went into the envelope, remove the signers who didn’t sign and sent.  The file was closed and processed.  Not sure if that was the correct way of doing, but we needed to get it cleared.

Thank you again

Darlene 

Hi @Darlene,

To clarify, did they send a new envelope for you to sign? or did the use the same envelope that you sent?

Best regards,

 Christopher | Docusign Community Moderator

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

@Christopher.Alpizar  Our franchisees use docusign for their clients, I am the administrator and get copied on all their envelopes when completed.  when there is a problem I am their “go to person”...Contracts went our to their client, their client wanted to change signer and add that someone from our corporate team sign off ...they added another signer, after I signed off, I never received a copy. I assume the routing changed and the contract was still hung up in pending for the other signers….Is there a better avenue or someone to contact directly for these types of issues?

Hi @Darlene,

Normally the sender is the best person to get in contact with this, based on the information so far I am inclined to believe that there was another envelope created and the one that you saw on your dashboard was left pending. Do you still have access to that envelope? I know you mentioned that you corrected the envelope and deleted the recipient to mark it as completed.

Best regards,

 Christopher | Docusign Community Moderator

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

Hi @Darlene,

I hope you are doing well.

I want to confirm if you need further assistance, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

 Christopher | Docusign Community Moderator

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