Client nor myself are getting the document

Hello ​@SummerR ,

Welcome to the Docusign Community and thank you for posting your concerns!

I’m sorry to hear about the unfortunate events with the document you need signed.

Can you provide the envelope ID (via a private message) to check from our side what could have happened?: Locate a Docusign envelope ID

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Hello ​@SummerR ,

Thank you for reaching back and for the envelope IDs provided.

According to our system, the envelopes show the following (the numbers below will match the numbers you placed for each envelope ID provided in the private message):

1. I see several Envelope Activation emails were sent to the first recipient which already signed, the second signer was sent a successful Envelope Activation, it has not been bounced back or something similar.
2. 2 attempts were made to send an Envelope Activation to the first signer which they completed their part and the second signer was sent an Envelope Activation successfully that wasn’t bounced back or something similar.
3. And for the last envelope ID provided it show that we sent 2 Envelope Activation emails but they were both “Queued mail for delivery” meaning that the email is sitting in their mail server waiting to be delivered. Unfortunately, we have no insight on why it's being queued for delivery. 

For the last envelope ID it is recommended that you IT team take a look into that and for the other 2 envelope IDs, please have them check the right email box or try sending to a different email address. Also, please view the following article: Why am I not getting Docusign email notifications?

Let us know if you need further assistance with this.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

Hello ​@SummerR ,

If you found my response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!