Unable to sign document via email or on app when envelope is sent through synced CRM

Question

We have our Docusign account linked to our CRM, which allows us to send envelopes through our CRM portal. I usually receive the email notification that a Docusign envelope is available to sign. When I click to review the document, I get an error message that says:

“Envelope or Account Activation Not Found

The envelope is not accessible at this time. The envelope may have been recalled by the sender or require additional processing. “

I will also get a notification through my Docusign mobile app. When I go to sign the document, I am able to view the doc but the fields are not available and I am unable to sign. Is there a setting that needs to be toggled in order for this to come through?

Melanie.Panguito · Accepted Answer

Hello ​@DwellingC,Welcome to the Docusign Community! I am sorry to hear about the issue with signing a document, and I understand the delay it's causing your Team's workflow. Let's work together to get you back on track!If you receive this error after clicking on a Review Documents link from within an email notification (i.e., an email invitation to sign an envelope), the cause may be one of the following:The sender resent a new signing invitation email to you. Doing this immediately expires the previous email link.The sender edited the envelope and removed you as a signer. If you are no longer a signer on the envelope, you will not be able to view the envelope.The sender requested Recipient Authentication, and authentication failed. In this case, the sender will need to resend.Here are the solutions:First, check your email inbox to see if you've received a more recent email from Docusign regarding this envelope. If you have, try using the link in the latest email to see if you're able to access the envelope. If you did not receive any other Docusign emails besides the one leading to this error, we advisecontacting the sender of the envelope for further assistance. The sender will be able to confirm if you are still intended to sign the envelope, and will be able to send you a new signing invitation email if there is still an action for you to take.I alsorecommend copying the link from the email, pastingit into a different browser than you usually use, then sign.Article:Error: Envelope or Account Activation Not FoundI hope this is helpful to you. Let us know if we can assist with anything else. Wishing you a smooth rest of your day!Best,Melanie | Docusign Community ModeratorMark as "Best Answer" if this helped you out!​

DwellingC · Answer

Hi MelanieI wish it were that simple. I am actually the sender. It will correct the envelope within 20 seconds of me sending our documents out

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