Need notifications to work properly to email us when a signer accesses a document

Hi ​@KeyRentals,

Thanks for submitting this Idea. May you please share the case number with us? Thanks!

Sincerely,

Melanie | Docusign Community Moderator

Docusign Support Case: 16532574

After taking a closer look, we found that what you’re experiencing, "not receiving recipient‑viewed email notifications," happens when the sender is also listed as a recipient on the same envelope. This is currently expected behavior.

In most of the envelope IDs you shared, you were included as a recipient, which is why the support team recommended submitting an enhancement request.

Thanks for submitting this idea, ​@KeyRentals. We really appreciate you taking the time to share your feedback with us!

Regards,

Melanie | Docusign Community Moderator

So that does not make any sense at all. Why would a sender also listed as a recipient affect that particular notification request? Also there have been many times on this account when the sender was not a recipient and we still did not receive the notification. In fact we have NEVER received recipient viewed notification even one time in the entire history of this account going back over 15 years. 

On our other account we ALWAYS receive notifications even when the sender is listed as a recipient. This still does not make any logical sense. 

Hello ​@KeyRentals,

It's a limitation of the current feature, so the request is definitely valid. However, we’d like to take a closer look at your specific case to understand what’s happening.

Could you please share a few envelope IDs for the following scenarios?

• At least 2 envelope IDs where the sender was not a recipient, but still didn’t receive the notification
• At least 2 envelope IDs from the other account where notifications were received, even when the sender was listed as a recipient

When you have them ready, please send the envelope IDs to me via personal message.

Thank you so much!

Sincerely,

Melanie | Docusign Community Moderator