ISSUE - Sender no longer receiving email notifications

Have you received email notification for sender before? the email nofitification for sender when these events:

https://admin.docusign.com/email-preferences

So what event you want receive the email notification but not receieved? 

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Hi ​@Hengfeng Ge, 

Yes. I was previously receiving all email notifications as a sender. Since I’m new to Docusign I turned on all notifications when setting up the account so I could see all the activity and then turn things off as needed. The first 2 screenshots show my settings in both my User Profile Preferences and the next 3 show my Admin Email Preferences Settings. These settings have remained the same since setting up the account.

User Profile Preferences… 

Admin Email Preferences Settings

Also, because I have Docusign integrated into Freshsales and have created several Envelope Templates, which I use when sending everything via Freshsales, I’ve been doing a lot of testing sending envelopes to my personal email accounts so I can see the full process from both sender and recipient. As a recipient/signer I’m getting all the email that are turned on in my Docusign settings. I wanted to ask the Docusign community first before I then troubleshoot the Freshsales side of things. 

Thank you again for your help!

​@melissacwood 

It looks like you’ve double-checked that your notification settings in both your personal User Profile Preferences and your Admin-level preferences are enabled, but you’re still not receiving certain emails. Even if the settings appear correct, there are a few nuances and potential issues to consider. 

Check that DocuSign emails are not being intercepted by a spam filter or email security solution. Even if you received them before, filters can change. Whitelisting DocuSign’s sending domains and IP addresses, or adding them to your Safe Senders list, is often necessary in corporate email environments.

If after confirming all these points you still aren’t receiving notifications, reaching out to DocuSign Support is a good next step. They can help you troubleshoot more deeply, possibly checking backend logs to see if emails are being generated and where they might be failing.

Hi ​@JohnSantos, 

My company uses Google’s business suite of tools. Once I realized I wasn’t receiving Sender email notifications I whitelisted all of the Docusign email addresses recommended in Docusign’s documentation in my own gmail account. I haven’t contacted our tech team yet to whitelist anything at a broader company level within our Google configurations. I was receiving the Sender notifications previously without having anything whitelisted so I was hoping whitelisting would’ve solved the issue. 

https://support.docusign.com/s/articles/Why-am-I-not-getting-DocuSign-email-notifications?language=en_US

I also just looked at the Envelope Reports within Docusign to see if it would show any issues sending the emails but it shows, at the high level, all emails to Sender were sent. 

Thank you so much for the help! 

UPDATE:

After a LOT of investigating things on my side I believe I pinpointed the issue, but am unsure whether it and the solution are in Docusign or Freshsales, or both. I submitted support tickets with both Docusign and Freshsales. I will update again once I have a solution so it can hopefully help others with similar issues.

​Hi ​@melissacwood,

I hope you are doing well.

I would like to confirm if the suggested solution answers your question?           

If so, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Otherwise, feel free to let me know and I will gladly help you address the situation as soon as possible.

Best regards,   

Alejandro R. | Docusign Community Moderator   

"Select as Best" below if you find the answer a valid solution to your issue!   

Hi ​@Alejandro.Ramos,

No, this issue has not be resolved yet. I’m still doing lots of testing on my end and struggling to get a reply from Docusign support for my support ticket. I last heard from them Dec. 19th. As stated in my comment above on Dec. 18th, I will provide another update once the issue has been resolved.

Best,

Melissa

​@melissacwood -Hi ​@melissacwood, Did you hear anything from DocuSign or Freshsales.