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Email notifications for impactful software changes

  • July 22, 2026
  • 4 replies
  • 26 views
C
Newcomer
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Docusign pushed out a big change to its email notifications such that both recipients and signers were randomly not receiving envelolpes that docusign says were “sent.” We had to contact support before learning that there was a change to the IP addresses it was using to send these emails, and we fielded a bunch of frustration from our team and from clients about documents that weren’t arriving when we sent them. Wildly unprofessional.

Docusign should’ve just notified us in advance of the change so that we could have added the new IP addresses to our allowlist, rather than running into a bunch of problems that reflected poorly on us to clients. We pay ENTIRELY too much for this service for such subpar performance, especially when there are so many quality competitors that we could go with.

    4 replies

    N
    Community Moderator
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    Hi ​@common_sense,

     

    We appreciate you reaching out to the Docusign Community and are delighted to have you join us.

    Thank you for taking the time to share your experience. We are truly sorry for the frustration and inconvenience this has caused you, your team, and your clients. We understand how critical reliable email delivery and timely communication are, and we sincerely regret the impact this incident has had on your business. Your feedback is extremely valuable, and we will ensure it is shared with the appropriate team for review.

    In the meantime, you can stay informed by monitoring the latest updates and current incident reports through the Docusign Status, Admin Release Notes, and Announcements,

    Also, if you have an Organization in your Docusign account, you can check and review our Monitor Free Edition Features. This is a no-cost tier available within Docusign Organization Admin that offers limited 24/7 security tracking, three specific security alerts, and a seven-day alert history. 

    We sincerely appreciate your patience and your understanding in this matter.

     

    Best regards,

    Noralynn | Docusign Community Moderator

    If this helped. Feel free to Like👍and click "Best Answer."

     

    C
    Newcomer
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    • common_senseNewcomer
    • Author
    • Newcomer
    • July 23, 2026

    I’m sorry, people shouldn’t have to monitor your updates pages like it’s a news feed. Even in the announcement the chat bot sent me to, the information was buried underneath a bunch of unimportant content. 

     

    Bottom line, if there’s infromation pertinent to the basic functioning of our paid accounts, we need to be notified. Imagine if every piece of software we used insisted we monitor their announcement pages - that alone would be a full time job. Makes no sense.

    N
    Community Moderator
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    Hi ​@common_sense,

     

    We agree that important updates affecting the core functionality of paid accounts should be easy to find and communicate clearly. Our team is actively working through all submitted Ideas, and while there’s no update to share just yet on this one, we’ll follow up if there’s a status change.

     

    Thanks for your patience and input.

     

     

    Best regards,

    Noralynn | Docusign Community Moderator

    N
    Community Moderator
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    Hi ​@common_sense,

     

    Upon checking, we do have another option where you can subscribe to Docusign’s Trust Center and RSS Feeds. You will be notified when there are scheduled maintenance/security alerts and certificate/IP range updates. 

    Subscribe for Notifications 

    Trust Center

    1. Subscribe using Docusign’s Trust Center alerts RSS feed: https://www.docusign.com/trust/alerts/feed.

    2. Add an RSS reader extension to your browser (Chrome or Firefox) or enable Outlook on a PC.

    Link for reference: Docusign System Status and Alerts 

     

    Additionally, you may enable the Notification Preferences for receiving Docusign update by navigating to the Overview and clicking the Settings icon (gear icon).
     

     

     

    Best regards,

    Noralynn | Docusign Community Moderator

    If this helped. Feel free to Like👍and click "Best Answer."

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