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Hi Everyone. We have a client sending us a Docusign email to a distro list, when someone clicks the link it tried to open with their account and essentially getting an Authentication error that the information provided does not match the email addres


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The client who is sending it believes they are sending it correctly but does he needs to create a signing group to send this too? Basically we need the email to go to our distro list for everyone to view, its not a signed document, just a very important document being sent to us via docusign.

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Best answer by Community Expert 14 June 2023, 16:45

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Hello,

Thank you for reaching out here in the DocuSign Community.

I apologize for the inconvenience, I understand that you are having issues accessing the envelope that was sent to your distro list while receiving the error message Authentication error that the information provided does not match the email address.

This error will appear if the envelope was not sent directly to their email or if it is just being forwarded when the sender account has set the Login Requirements to Log in before accessing the envelope.

In this case, a signing group is needed, or the sender needs to directly send the envelope to the specific person

More information at https://support.docusign.com/s/document-item?bundleId=pik1583277475390&topicId=muh1583277327950.html&_LANG=enus.

The sender can try to change the setting and resend the envelope.

Let us know if you need further assistance with this.

Best regards,

Christopher | DocuSign Community Moderator

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

Userlevel 2

Very much appreciated!

Userlevel 2

@Christopher Alpizar​ Will this react the same way if the client sent a docusign email at a shared mailbox vs a distribution list?

Userlevel 2

Hello,

Thank you for reaching back.

It might work, but it would depend on the account settings of the Sender.

Let us know if you need further assistance with this.

Best regards,

Christopher | DocuSign Community Moderator

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

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