Why there now a huge delay in customers receiving the envelope - several hours??

There is nothing wrong with customer email, its not in Spam or Junk etc… But can take up to a day for customer to receive the envelope.. ??

Several others at my company are getting the same problem..

Never happened before & all other emails arrive immediately..

What's wrong with DocuSign???

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Hello @IANFIELDUK
Thank you for reaching out, and welcome to the Docusign Community!
I understand that your envelope is getting delayed when it reaches your recipient, and I apologize for that.

To check further, please send me the envelope ID via private message.

Ma. Cassandra | Docusign Community Moderator

MANY OF MY ORGANISATION HAVE THIS EXACT SAME PROBLEM.. I DONT SEE WHY SENDING YOU THIS ENVELOPE WILL SOLVE ALL OUR PROBLEMS..THE PROBLEM IS AT YOUR END.. PLS SORT IT ASAP..

THIS IS COSTING US OUR BUSINESS NOW…

Hi @IANFIELDUK
Email delivery can sometimes get tripped up by spam filters or IT settings. This article explains a few common reasons messages don’t get through: Why aren’t my signers getting emails?

If none of those seem to apply, your best next step is to inform your Administrator to open a Support case so our tech team can take a closer look. Be sure to include the Envelope ID so they can find the issue faster:

Let us know if we can help you get that started.

—
Ma. Cassandra | Docusign Community Moderator
Helpful? Mark it as "Best Answer" to help others, too!

Hello @IANFIELDUK

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.

MANY OF MY ORGANISATION HAVE THIS EXACT SAME PROBLEM.. I DONT SEE WHY SENDING YOU THIS ENVELOPE WILL SOLVE ALL OUR PROBLEMS..THE PROBLEM IS AT YOUR END.. PLS SORT IT ASAP..

THIS IS COSTING US OUR BUSINESS NOW…

I have the exact same issue. Docusign needs to fix this or I need a new E-signature program

Hi @IANFIELDUK

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.

Email was Redirected

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.

Signing Order

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.

Email was Blocked

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.

Email was Auto-Forwarded

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.).

Embedded/Captive Signing

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.

Possible Cause

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.

Solution

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.

Additional Details

Ensure your recipient checks their Docusign emails are not simply landing in their Junk or Spam folder.
Have your recipient add the following email addresses as Safe Senders (aka Trusted Senders) and in his or her email client. These are the Docusign system sending email addresses:

Ask the recipient to request that their IT department allows emails from the following domains: @springcm.net, @docusign.net and @docusign.com

Relevant article.
Why aren’t my signers getting emails?

Ma. Cassandra | Docusign Community Moderator
Mark as “Best Answer” if this helped clarify things.