Trouble with sending envelopes

Good morning! Thank you for posting your question. I would love to be of some assistance.

For the envelopes you have sent that were not delivered, have you checked their status from within your Docusign account? To do so:

1. Log in to Docusign and from the home page,
2. Select Agreements on the top menu bar
3. Select Sent on the left sidebar.
4. You should see each envelope you have sent from this account listed in your sent items.
5. Locate one of the envelopes in question and observe the status listed - it may indicate that it failed to send
6. Click on the name of the envelope to view more details about it’s current status.
7. For even further detail, you can select More and select History to see any interactions recipients have had with the envelope
8. If needed, click Correct and update any email addresses that may have typos, or click Resend to send the envelope again.

If you do not see the envelope listed, try sending a test envelope and attempt to locate it in the Sent tab afterward. If this test is unsuccessful, you may need to contact your account administrator to open a support case if you have been unable to do so.

Good morning Kate,

Thank you so much for your kind  response. 

I’ve done the steps you mentioned and the status says “waiting”.

To provide a more accurate picture, I’ll detail it here:

The first time I sent the envelope, the client said he received the email, but he could not access anything. It wouldn’t let him open it.

So, I sent it again, and he did not receive it.

So, I added my email as a recipient, to see what would happen, and neither of us received anything.

I want to open a case, but it indicates the support login info is different than the product login, so I clicked “forgot password”, and the message asked for me to write my email, so I did, various times, and I never received any email from DocuSign. (When I clicked the button after typing in my email, nothing would happen to indicate that the button had worked.

Does all this make sense? Hope I explained it well. Needless to say, I feel stuck.

Any ideas?

Thanks again, for answering. I really appreciate it.

Thank you for explaining further.

When you log in to your Docusign account, from the homepage, you should see a small question mark icon near the upper right corner. Clicking this should open a dropdown menu from which you can select Get Support. From there, you’ll be taken to our support page, but the system should keep you logged in and should not require additional log in. Confirm this by observing your name in the upper right corner while on the support page. From there, you can click Get Support from the top menu bar and select Open a Case. Enter your case details and someone from Support should be able to take a look.

Thanks for your reply. 

I can follow your suggestions up to “Open a Case”, but precisely there is the issue. When I click that, I have to choose one of two options:

1. eSignature
    IAM Applications
    Rooms
    CLM
    Notary

or 

2. CLM.CM (SpringCM)
   Protect & Sign
   Insight & Analyzer (Seal)
   DSA (CoSign) & HSM

I’ve tried both options. The first doesn’t let me do anything and the 2nd prompts me to login in, but warns me with the following notification: (Use your Support Center credentials, not your product credentials). So, I’ve only ever logged in to use the envelops, never to try to reach the support center. It doesn’t give me an option to create a support center account, so the only option I see to to click “forgot password”, which prompts me to type in the email. I’ve done that numerous times, using every email that I manage (the two for the business, and two personal ones, over a span of several days, and no email from DocuSign has appeared in any of those emails.

I still have until May before my card gets charged for the next cycle/year. We don’t use many envelops at all, which makes it expensive but the convenience has been worth it. However, I don’t like the I idea that I’ve been locked out of my own account and am unable to notify DocuSign of the problem.

I tried sending myself an envelop, and I did receive it, but upon opening it up, it says:  

Hi ​@Cadenza, understood! I’ve reached out to our Community Moderator team to connect you with the next best steps. Please keep an eye out for a response after the weekend.

Great! Thank you so much for bearing with me!

Hello ​@Cadenza ,

Thank you for reaching out here in the Docusign Community. Welcome to the Docusign Community and thank you for posting your concerns!

I apologize for the issue you are having creating a support ticket, but I would be glad to assist you in doing so.
Please click the “Message” button on my reply to send a direct message. I need your DocuSign account number and email address.
Kindly include any information that would help us resolve your issue, such as screenshots for reference.

Looking forward to your message.

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

Hello Rodolfo,

Thank you for kindly reaching out to me.

I am having trouble sending envelopes. No trouble for several years until now. I’ve tried sending twice to a client, and then to myself, and once the envelope was not received, the other two times the envelope was received (once by my client and also I received the envelope I sent to myself), but we were not able to access the documents. (I am attaching a screen shot of what appeared when I selected “Review Documents”, which is what the client said also appeared on his screen.)

I am not delinquent in payments, and have received no notification from DocuSign of any issues with my account.

There doesn’t seem to be any way to contact support to address this situation. I have tried to start a case, but it asks for login information which, apparently is not the same as for support account, and when I select forgot password and use our business email,  which is the one on file, nothing happens--I receive no email to our business email. I’ve also tried two personal emails and a newer business email, but nothing came of that -- no emails received.

I’ve also uploaded a screenshot of my DocuSign ID account info. Our business emails are: (redacted)

Thank you,

Nancy

Hello ​@Cadenza ,

We appreciate your patience with this issue.

We have created Case Number 14855489 to have a customer support expert continue troubleshooting this issue with you.

They should be contacting you within the next 24 hours.

Let us know if you have any other concerns.

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

Hi again,

Ok, thank you!  I’ll be on the lookout.