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I had an issue with Document Visibility this week and I hope someone may have an answer. We use Docusign to have contract packages reviewed, approved and signed. I sent an envelope in Docusign that included a contract, cover page and various supporting documents. I set up the recipients that included three approvers. The first approver contacted me and advised that while he would approve, he could not see the contract. He could see all the other documents. I opened the envelope and reviewed Document Visibility for him. All documents were checked except for the contract. I had not unchecked this document when setting up the envelope.
I did some troubleshooting for the issue. Under Settings, I went to Contacts and saw that there were two entrees for this person. The entries had slightly different names (one version included a middle initial and the other did not) with the same email address. I deleted the version with the middle initial. I then did a test of creating a new envelope using the same documents and same recipients as the original version and in Document Visibility, all documents were checked for this recipient.
I don’t quite understand. Does having contact entries with different names but the same email address cause issues with Document Visibility? Or is there a different reason at play?
