Hello @rosscomanic
Thank you for reaching out to the Docusign Community, where amazing Community members and Moderators are always ready to share knowledge with you.
We're truly sorry that you had to send the envelope to the signer multiple times but still couldn’t receive it, and that you had to drive out of town for long hours just to get the envelope signed in person instead. Let’s work together to sort this out.
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
To further check, you may send me the envelope ID of the envelope in question via private message to see why it’s not receiving by your signer. Also, if you still can’t access your account, you may try to clear the cache and cookies of your browser before logging in or reset your password.
Sincerely,
Ma. Cassandra | Docusign Community Moderator
If this helped, don’t forget to click “Best Answer”!
Hello @rosscomanic
Thank you for providing the envelope ID via private message. I checked the system, and the envelope was sent to both recipients at the same time. However, I saw that it was being deferred on the other recipient's email server. This indicates that the email has been accepted for delivery by the recipient's email server, but it is currently being held for some reason. This often occurs due to security protocols or temporary issues on the recipient's server, particularly with services like Outlook. The email has not yet been delivered to the recipient's inbox, and the server will attempt to deliver it later.
We highly recommend that the recipient's IT team check this issue on their end. We suggest that they whitelist Docusign. See this relevant article, Security for DocuSign eSignature.
Sincerely,
Ma. Cassandra | Docusign Community Moderator
If this helped, don’t forget to click “Best Answer”!
I have a hard time with your reply. I have sent many to this party and not one issue. And yes there were 4 delivered many many hours later to this individual who resigned it all.
Your response doesn’t cut it with me
Hello @rosscomanic
Have you tried contacting your recipient’s IT Team? We double-checked it on our server and found that the issue isn’t on our end.
Best regards,
Ma. Cassandra | Docusign Community Moderator
If this helped, don’t forget to click “Best Answer”!
Hello @rosscomanic
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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