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Signers are not receiving the DocuSign email

Forum|Forum|1 year ago
November 21, 2024
8 replies
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I have been having a lot of clients state that they are not receiving the DocuSign email when I sent them an envelope to sign. The email is not in their Spam folder either. Anyone else had issues with this?

Best answer by Alejandro.Ramos

Hi @sbarnhart,

Thank you for reaching out to the Docusign Community.

User's email notification settings are managed in My Preferences>Notifications in eSignature. For detailed steps on how to manage your email notifications, see:

How do I manage my Docusign email notifications?

If the affected users have enabled the setting. but are not getting the emails, the most common root cause of this behavior would be a custom rule either in their email inbox or within their email domain that is suppressing the email or moving it to a specific folder.

You can find more information on the possible root causes behind this behavior, here:

Why aren't my signers receiving Docusign Notification emails?

Feel free to let us know if you need further assistance with this.

Best regards,

Alejandro R. | Docusign Community Moderator

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

A

Alejandro.Ramos

Answer

Docusign Employee

Hi @sbarnhart,

Thank you for reaching out to the Docusign Community.

User's email notification settings are managed in My Preferences>Notifications in eSignature. For detailed steps on how to manage your email notifications, see:

How do I manage my Docusign email notifications?

If the affected users have enabled the setting. but are not getting the emails, the most common root cause of this behavior would be a custom rule either in their email inbox or within their email domain that is suppressing the email or moving it to a specific folder.

You can find more information on the possible root causes behind this behavior, here:

Why aren't my signers receiving Docusign Notification emails?

Feel free to let us know if you need further assistance with this.

Best regards,

Alejandro R. | Docusign Community Moderator

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

A

Alejandro.Ramos

Docusign Employee

Hi @sbarnhart,

I hope you are doing well.

I would like to confirm if the suggested solution answers your question?

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,

Alejandro R. | Docusign Community Moderator

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

R

Rodney Beretta

Newcomer

I have received docusign through my financial advisor on occasion. Recently, the emails have not come through and are not in junk folder. I can access them by going to docusign.com, but I never get the communication from my advisor’s office. I have recently added Malwarebytes and usually use a VPN. What is the problem?

M

Ma.Cubio

Community Moderator

Hello @Rodney Beretta,

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.
I understand that you are having difficulties receiving emails from Docusign. Please communicate to your IT Team or domain administrator that it is necessary to whitelist the following email addresses and domains:

Email Addresses:

Domains:

For detailed instructions, kindly refer to our article titled "Why am I not getting Docusign email notifications?" where each step is thoroughly explained.

If you found the response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

M

Ma.Cubio

Community Moderator

Hello @Rodney Beretta,

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.

Best regards,
Ma. Cassandra | Docusign Community Moderator

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

M

Marcus322

Newcomer

About 6 weeks ago, this has started happening with my clients. I have used DocuSign for years and I am extremely computer literate. I have spoken with my clients on the phone and reviewed their settings step-by-step. There was nothing that should have prevented or blocked the email from being received on their end.

These are ordinary, personal emails - not a business that can filter out DocuSign. This has happened with YMail, Outlook and GMail and ICloud accounts.

Also, all of my settings both with my desktop and my DocuSign account are fine and have not changed in any manner. This just started occurring out of the blue.

Lastly, I am a single user platform, small business (only me) that access my computer and my DocuSign account. This is not a user error. In fact, I was charged for envelopes sent that never went anywhere! This never happened prior to about 6 weeks ago???

M

Ma.Cubio

Community Moderator

Hello @Marcus322
Suppose this article, "Why am I not getting Docusign email notifications?" doesn’t resolve the issue. In that case, you may send the envelope ID via private message so we can double-check it on our server.

Best regards,

Ma. Cassandra | Docusign Community Moderator

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

M

Ma.Cubio

Community Moderator

Hello @Marcus322

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"

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