Signer not receiving document

@APatey First I would suggest to select “Resend” on the envelope after verifying the email address is correctly spelled and valid.  Next I would check with the Recipient to see if they have a DocuSign Account and perhaps turned off notifications as well as having them review Junk/Spam or any other rules in their email that could reject or move email notifications.  Below is a link from a DocuSign article that goes over the most common issues with envelope notification delivery.

https://support.docusign.com/s/articles/Why-am-I-not-getting-DocuSign-email-notifications?language=en_US

If they have a DocuSign Account then they should check their Inbox in order to take action on these envelopes instead of using the notification.

I’ve been experiencing similar issues - I sent it to two people at the same time - person A signed it, but person B did not receive it, as of yesterday afternoon. I resent the envelope to both signers, and persons A and B were able to sign yesterday, but from my end the envelope was still in ‘waiting’ with the two signers. It wasn’t until this morning that I finally got the notifications from DocuSign saying each signer opened/viewed/signed the document and that the envelope was complete. This shows a 13 hour lag between my signers completing it, and my receiving the final copy, not to mention one of my signers not receiving the document on the first try. During this lag time, my document was shown as ‘waiting’ even though it was completed.

I don’t have a solution at the moment, but it does sound like a similar issue to the one I was facing yesterday and today. 

Hi @MTIAA  and @APatey,

I hope you are doing well.

I would like 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.

I am having similar issues here. 

Hello @biz888, 

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community.

I apologize for any inconvenience that this might cause you, we are committed to providing you with the best service possible. Thank you for bringing this matter to our attention, I understand your recipients are not getting the notifications for the envelopes you send them.

To clarify, have you tried the steps described in the guide Why aren't my signers receiving DocuSign Notification emails?

Note: Some advanced features and options are supported only in specific Docusign plans. Your account plan might not support some 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 @biz888,

I hope you are doing well.

I would like 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.

The witness to a signatory is not receiving the email. If I click ‘resend’ in the agreements section will this send the witness request to the witness signatory?

Since this never-ending issue persists, and to make matters worse, I've already forked over cash for a whole year of service, only to wait an excruciatingly long two months for a response from Adobe tech support in this lackluster community. Deciding that the most efficient route to tackle this problem is to switch over to a different app such as HelloSign. My costly docusign subscription will not be renewed, and I'll likely bid it farewell in a week or two. What a letdown.

This has been a recurring issue for me for about 6 months. The people who can’t receive envelopes are becoming more and more frequent (maybe 20% of my total sends), and all Docusign says is “You need to tell your prospects to tell their IT teams to whitelist docusign”.

No accountability at all here. Have you checked your e-mail health? Have you sought out possible avenues with major email providers (google, microsoft, etc) so you don’t hit firewalls so often? Like surely there is something that can be done instead of putting the onus of tech support on your clients and their prospects.

It feels like the only solution is to pursue a competitor to Docusign and see if they have better e-mail domain health/more universally trusted domains.

Hello ​@ChrisJ88,

We deeply regret the inconvenience caused by the delay in our response. We understand the frustration you must be feeling due to the issue with email notifications not reaching your recipients. We realize how this could be a disruption to your workflow.

For users with a Docusign account, the control over the email notifications is in their hands. We recommend checking their Profiles > My Preferences to enable the notifications they wish to receive from Docusign (Only recipients can control this). Articles:

Manage Notification Preferences

Control Docusign recipient email notifications

When enabled, Docusign will always send email notifications, but we do not have any control over how the domain filters or blocks our emails. More information on causes, possible solutions, and workarounds here: 

Why am I not getting Docusign email notifications?

Why aren't my signers receiving Docusign Notification emails?

Let us know if you need further assistance. Thank you!

Best regards,

Melanie | Docusign Community Moderator

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

On one hand I’m happy to learn I’m not the only one experiencing this, on the other, I see this thread with current comments, dates back an entire year.  

The thing is, not everyone receiving our notary email invites are in an office setting or with IT to whitelist or adjust firewall settings for message headers.  Many are boomer generation or older.  Most of us just put up with the security troubleshooting without thinking about it. 

The best I can do is spend an hour back and forth trying things like, having them add a contact with docusign.net domain, provide me another email which inevitably messes up their DocuSign accounts, or well, we’ll see because I’m in the middle of the same situation at the moment.