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In DocusSgn I cannot locate the envelope I sent. I can only find it on the email notification. How can I resolve this?

C
Docusign Employee
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In DocusSgn I cannot locate the envelope I sent. I can only find it on the email notification. How can I resolve this?

Best answer by Community Expert

Hello,

Thank you for reaching out here in the DocuSign Community.

Good to hear that you were able to find it using the search bar, there is an open bug regarding the envelope not showing in the Manage tab. I would recommend creating a case to have your issue linked to it and, as the workaround, I suggest Searching for them directly. If you do create the case, please reference the following bug number: SNDFND-5373

You can create a case using the following link: https://support.docusign.com/en/contactSupport 

If you’re not able to open a Customer Support case via the above link, you can scroll down the page to “More Support Options” and select "I can't reset my password or don't have an account." You will have different options to contact Support.

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!

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7 replies

C
Docusign Employee
Forum|alt.badge.img

Hello,

Thank you for reaching out here in the DocuSign Community.

I'm sorry to hear that the needed envelope is not showing in your account after being sent.

Can you try the following troubleshooting?:

  1. Clear cache/cookies
  2. Try a different browser(s)
  3. Try an Incognito
  4. Try a different device
  5. Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.
  6. Try using VPN, or if on one already, disconnect from VPN and try again

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!

C
Docusign Employee
Forum|alt.badge.img

Thank you for your quick response.

Some of your suggestions are a bit technical for me.

Although,

I got rid of cookies and cache

I also tried a different browser.

The other options are beyond my skill level.

[cid:9130a7ab-6dc7-4660-b219-f3afec658964]

Lauretta Ludwig

C
Docusign Employee
Forum|alt.badge.img

Hello,

Thank you for reaching back and confirming.

If you search for that specific envelope using the filter and search bar in your sent folder, does it show up?

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!

C
Docusign Employee
Forum|alt.badge.img

I am having the same issue. I have quite a few documents that are missing from my manage sent folder. I can see them in my email. but they are missing from my DocuSign account.

C
Docusign Employee
Forum|alt.badge.img

Where is the search option?

Lauretta Ludwig

Home Specialist

C
Docusign Employee
Forum|alt.badge.img

Found it by searching.

Lauretta Ludwig

Home Specialist

C
Docusign Employee
Forum|alt.badge.img

Hello,

Thank you for reaching out here in the DocuSign Community.

Good to hear that you were able to find it using the search bar, there is an open bug regarding the envelope not showing in the Manage tab. I would recommend creating a case to have your issue linked to it and, as the workaround, I suggest Searching for them directly. If you do create the case, please reference the following bug number: SNDFND-5373

You can create a case using the following link: https://support.docusign.com/en/contactSupport 

If you’re not able to open a Customer Support case via the above link, you can scroll down the page to “More Support Options” and select "I can't reset my password or don't have an account." You will have different options to contact Support.

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!

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