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SMS not received

Forum|Forum|2 years ago
April 28, 2024
5 replies
2353 views

During signing a document, the I do not receive the SMS from the system, even-though I am sure mobile number is correct, I receive regular SMS messages from other systems on the same number, can the authentication be through e-mail instead of SMS? how to overcome this issue since I have a deadline need to sign before it

Best answer by Justin Jiang

If you're having trouble receiving SMS authentication codes from DocuSign, here are a few steps you might consider:

Addressing SMS Authentication Challenges:

Check the Phone Number: Make sure the phone number you provided to DocuSign is accurate. Include the right country code and avoid any extra spaces or symbols.
Speak to Your Mobile Carrier: Sometimes carriers block texts from automated systems like DocuSign due to security protocols. It’s worth calling your carrier to see if this is happening and if they can unblock these messages.

Considering Email Authentication as an Alternative:

If you keep running into issues with SMS, you might find it easier to use email authentication instead:

Reach Out to the Sender: Let the person sending the DocuSign document know you're having trouble with SMS verification. Ask them if they wouldn't mind resending the document with email verification as the method instead.

Justin Jiang

Answer

Established Contributor

If you're having trouble receiving SMS authentication codes from DocuSign, here are a few steps you might consider:

Addressing SMS Authentication Challenges:

Check the Phone Number: Make sure the phone number you provided to DocuSign is accurate. Include the right country code and avoid any extra spaces or symbols.
Speak to Your Mobile Carrier: Sometimes carriers block texts from automated systems like DocuSign due to security protocols. It’s worth calling your carrier to see if this is happening and if they can unblock these messages.

Considering Email Authentication as an Alternative:

If you keep running into issues with SMS, you might find it easier to use email authentication instead:

Reach Out to the Sender: Let the person sending the DocuSign document know you're having trouble with SMS verification. Ask them if they wouldn't mind resending the document with email verification as the method instead.

Welcome to the DocuSign Community and University! Your feedback is immensely appreciated. If this answer resolves your issue, please feel free to give it a Like and mark it as the "Best Answer". This helps others in the community find the information they need. Visit us at http://dsucustomers.docusign.com for more resources and support.

C

Christopher.Alpizar

Docusign Employee

Hi @mtourk,

I hope you are doing well.

I would like to confirm if you were able to solve your issue by utilizing the solution that was suggested or if the information that was provided was useful.

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,

Christopher | Docusign Community Moderator

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

L

LakpaRodLop

Newcomer

I have the same problem. I am trying to implement the Python SDK in our project. We need to send text messages with the access code to our clients so they can validate their identity before signing.

I am attaching test code based on the documentation, this is not sending me the SMS to the selected phone.

sms_authentication = RecipientSMSAuthentication(

sender_provided_numbers=["+51999999999"] # Fake Phone

)

signer = TemplateRole(

email="my-mail@gmail.com",

name="UserName",

role_name="signer",

access_code="123456",

sms_authentication=sms_authentication,

)

env = EnvelopeDefinition(

email_subject="Demo Access Code",

template_id="template-id",

status="sent",

template_roles=[signer],

)

L

LakpaRodLop

Newcomer

If you're having trouble receiving SMS authentication codes from DocuSign, here are a few steps you might consider:

Addressing SMS Authentication Challenges:

Check the Phone Number: Make sure the phone number you provided to DocuSign is accurate. Include the right country code and avoid any extra spaces or symbols.
Speak to Your Mobile Carrier: Sometimes carriers block texts from automated systems like DocuSign due to security protocols. It’s worth calling your carrier to see if this is happening and if they can unblock these messages.

Considering Email Authentication as an Alternative:

If you keep running into issues with SMS, you might find it easier to use email authentication instead:

Reach Out to the Sender: Let the person sending the DocuSign document know you're having trouble with SMS verification. Ask them if they wouldn't mind resending the document with email verification as the method instead.

Hello, here is a user with the same problem, regarding the first point the number was entered in the correct format "+5199999999" for a fictitious client from Peru, and it is not sending the message, maybe you could mention here if it is due to some limitation of the purchased plan, if some configuration should be enabled or something related.
About option "Speak to your mobile operator" does not make sense, we cannot ask our clients to call their mobile operator just for that, it is not friendly and even annoying.

A

atlamazing

Newcomer

I have the same problem. I am trying to implement the Python SDK in our project. We need to send text messages with the access code to our clients so they can validate their identity before signing.

I am attaching test code based on the documentation, this is not sending me the SMS to the selected phone.

sms_authentication = RecipientSMSAuthentication(

sender_provided_numbers=["+51999999999"] # Fake Phone

)

signer = TemplateRole(

email="my-mail@gmail.com",

name="UserName",

role_name="signer",

access_code="123456",

sms_authentication=sms_authentication,

)

env = EnvelopeDefinition(

email_subject="Demo Access Code",

template_id="template-id",

status="sent",

template_roles=[signer],

)

Were you able to get it to work?

Addressing SMS Authentication Challenges:

Considering Email Authentication as an Alternative:

Addressing SMS Authentication Challenges:

Considering Email Authentication as an Alternative:

Addressing SMS Authentication Challenges:

Considering Email Authentication as an Alternative:

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