Not able to access an agreement or an envelope

Question

I have had several people who were not able to access a DS agreement that I sent at all. She tried 3 different browsers, cleared cookies/cache etc.  Does anyone have any idea why this happens and what I might be able to do to fix this?  The first 2 signers in my organization were able to sign and when it gets to the third one - not in my organization she could not get to the document.  I double checked the email it was correct and she was using a computer and not on a phone.  I don’t want to make my first 2 signers sign again as they are executives and it is a bad look.  Is there another way around this?

Ma.Cubio · Accepted Answer

Hello ​@LISAKAYFRYThank you for reaching out, and welcome to the Docusign Community! I understand how frustrating this is, especially since your first two signers have already completed the document, and you don't want to restart the process.There are a few common reasons why the third recipient may not be able to access the envelope:Authentication or login requirements – If certain security settings are enabled (e.g., requiring the recipient to log into DocuSign), the signer may be blocked from accessing the document without completing that stepExpired or invalid email link – Docusign email links can expire after multiple accesses or a set time, which can prevent the recipient from opening the document.Recipient access mismatch – If the email or recipient details don’t exactly match, DocuSign may not recognize them as a valid recipient.Network/firewall or email filtering issues – The recipient’s system may be blocking access or interfering with the signing link.The good news is you do not need to resend the entire envelope or have earlier signers sign again. You can try these steps:Use the “Correct” option in the envelope to update or reconfirm the recipient’s email, then resend the notification. Ask the recipient to open the original email (not a forwarded one) or try an incognito/private browser. Have them try accessing the envelope directly from their Docusign account (if they have one). If needed, resend the notification instead of voiding the envelope.If the issue continues, we’d be happy to investigate further on the backend. Kindlyshare the Envelope ID number via private message so we can check the logs and identify exactly what’s preventing access.For more information, here are the articles you may check.Access Code and Email Notification Link ExpirationWhy am I not getting Docusign email notifications?If you found the response to be a useful solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!Sincerely,Ma. Cassandra| Docusign Community ModeratorIf this helped, feel free to Like👍and click "Best Answer"

Ma.Cubio · Answer

Hello ​@LISAKAYFRYI trust all is well. We’d like to know if the suggested solution was helpful. If yes, we would greatly appreciate it if you could mark it as "Best Answer" ✅, to help other community members find trusted answers.😊Let us know if you need further assistance—we're here for you!Sincerely,Ma. Cassandra| Docusign Community Moderator

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