We have a signer who gets the docusign email notification only when it’s sent from specific people.
Example: I send the signer a document to sign - it appears in their docusign, but they do not get an email. Another person sends the signer a document, it appears in the docusign AND gets an email.
What I don’t understand is what the difference is, because they all come from the same e-mail address through docusign. The email address has been placed on a SAFE SENDER list.
Hello
Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible.
For your reference, you may check this related article Why aren't my signers receiving Docusign Notification emails?
There are several reasons recipients may claim to not receive email. If you're the recipient who's not receiving email notifications, please follow these steps, in addition to this article.
Emails can become redirected to their email clients spam/junk folders. Everyone’s email server settings, spam control, firewall, and anti-virus settings are set up differently. Unfortunately, there is nothing you can do as the sender to resolve this beyond trying an alternate email address. Tip: Use Correct to change the recipient's email address. Or reaching out to the signer to have them check their spam folders.
If an envelope has more than one recipient, Senders can choose to Set a signing order. The signing order lets senders control the order in which recipients receive and sign your documents.
You can set up a sequential routing order, where each recipient receives the email notification once the previous recipient has completed their action or parallel signing order where all recipients receive the document at the same time.
Occasionally, Docusign Email notifications may be blocked by either your recipient's email server, firewall, email provider, or email client (such as MS Outlook). Below are some steps to help prevent this behavior. Once your recipient has confirmed that these steps have been taken, you may need to Resend the envelope in order to send a new notification email.
Auto-forwarding of emails may also cause issues as Docusign can only ensure the notification reached the email that is was sent directly to. If the signer is still not receiving the notification email, you can try to resend the document to them at an alternate email address on a different email provider (i.e. Gmail, Hotmail, Outlook, Yahoo, etc.).
PowerForm initiators/Captive Signers/Embedded Signers don't receive email notifications by default.
Note: There's no way to tell in the User Interface that a recipient is set to captive. Please contact Support for assistance if the below article doesn't help.
Suppressing email notifications to embedded signers is expected behavior, and is by design, due to the account-wide setting known as "Suppress emails to embedded signers" in the Signing Settings of Docusign's Settings area.
Suppress emails to embedded signers: When selected, an email completion notice is not sent to embedded signers when envelope signing is completed. This option is only used with the embedded signing function and cannot be selected if the Send completion emails to embedded signers option is selected.
Note: It's common that recipients will become set as embedded signers through an API call that specifically sets them this way using a clientUserID code (see Step 1 of the Embedded Signing - REST API Guide ). Using embedded recipients you can let users sign or send documents directly through your UI, avoiding the context-switch to email.
Note: PowerForm initiators (those who begin a PowerForm) are automatically set as embedded signers, by design - as long as "Require email validation" is not checked on the associated PowerForm. See more about PowerForm creation and settings here.
Uncheck the Signing Setting "Suppress emails to embedded signers" to allow for emails to be sent to signers who are set as embedded. Then click Save.
If you want to send an email notification to a recipient who's currently set to an embedded signer type, you can remove that recipient completely from the envelope when using Correct, and add them as a remote signer (a recipient with a name and email address with "Needs to sign" as their role type) by clicking "Add recipient" during the Correct process.
Relevant article:
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Best regards,
Ma. Cassandra | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue
Hi Cassandra. Thank you for your response.
Unfortunately, no email is forwarded/redirected, and there was no signing order.
We sent a test document from various users within our network. All four envelopes went to the docusign dashboard, but only one docusign email notification showed up while the other 3 did not show up in the email. It seems it is very sender dependent, but they’re all within the network, so it is a bit interesting.
Hello
To check further, please send me the envelope ID of the envelope in question via private message.
Best regards,
Ma. Cassandra | Docusign Community Moderator
Hi
Thank you for providing the envelope IDs. Upon checking the system, we found that we had successfully sent both envelopes.
If the recipient cannot receive email notifications, the recipient should reach out to their IT team to check it on their end.
I will send you the trace logs of both envelopes via private message. They should be forwarded to their IT team for further review.
Best regards,
Ma. Cassandra | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue
Hello
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.
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