All of a sudden a signer isn't receiving envelopes opes

Hi ​@Tomkay44,

You can

1. Check the CFO's Email Address in the Envelope

• Ensure that the email address entered for the CFO is correct in the "Recipient" section of the envelope.
• Verify there are no typos or changes to the CFO's email address.

2. Verify the Signing Order

• Check if the signing order is enabled and confirm that the CFO is correctly placed in the sequence. If the signing order is incorrect, it may prevent the envelope from reaching them.

3. Confirm Envelope Status

• Log in to your DocuSign account and check the envelope's status (e.g., "Sent," "Waiting for Others").
• Review the "Recipients" tab to see if the envelope was successfully sent to the CFO.

4. Check the CFO’s Spam/Junk Email Folder

• Ask the CFO to check their spam or junk folder for any emails from DocuSign. Sometimes, DocuSign emails might be flagged by email filters.

5. Confirm Email Settings

• Ensure the CFO has not blocked or filtered emails from DocuSign accidentally.

6. Review DocuSign Templates or Settings

• If you use a template, ensure the CFO is included as a recipient in the template.
• Verify that their role is assigned correctly (e.g., "Signer" or "Guarantor").

7. Resend the Envelope

• If everything appears correct, try resending the envelope.

Hello ​@Tomkay44 ,

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Best regards,

Rodolfo| Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Hi,

We are facing the same issue within our integration with DocuSign API and also from the UI.

The resend endpoint it's returning a successful operation, but the envelope is not being resent actually. 

That is happening at the DocuSIgn UI as well. I click to resend, it returns that the "envelope was sent to all recipients" but the envelope never arrives at the signers emails.

Thanks!

Hello ​@samuelfranca-sigfig 

Thank you for reaching out to the Docusign Community. 

You may advise the recipients to follow the steps provided in the link below. 

Why am I not getting Docusign email notifications? 

If the recipients has the same domain it would be best to refer them to contact their IT or Domain Server.

I hope this helps. Please "Select as Best" below if you find the answer to be useful.
 
Best regards,
Marco Paulo| Docusign Community Moderator

Hey ​@marco.tanglao 
Thanks for the reply.

During my tests I noticed that when the signer has filled the "client_user_id" the resend action doesn't work only for that signer, through API or UI.

And this was working just fine before. Something has changed at the API at the resend action that doesn't work for the signer that has the "client_user_id" or am I missing something about this?

Best regards,

Samuel

Hello ​@samuelfranca-sigfig ,

I suggest that you open a case so that our API team can look in to this.

You may follow the steps provided in the link below on how to create a support case.

Open a case in the Docusign Support Center

I hope this helps. Please "Select as Best" below if you find the answer to be useful.
 
Best regards,
Marco Paulo| Docusign Community Moderator