Hi,
I have a signing group with three members. When an agreement is created and sent, one of the three members needs to go in and approve it before it gets sent to a client.
The issue we are running into is periodically when one of the members goes to approve the document, they are notified that someone from the group is already in the process of approving the document. However, when we ask that other member, they tell us they have not even opened it. So, the original member who is trying to open and approve cannot move forward and the document cannot move forward until the other member goes in to approve.
It’s very frustrating and we cannot figure out why DocuSign is saying someone from the group has opened the document when no one at that point has opened it except for the member trying to approve. I have attached a screenshot of this message as well. Any help would be appreciated!