Hey fellow DocuSigners,
If you are having issues getting email notifications to your signers or they are being blocked, check out the tips below.
Are there multiple signers on my envelope? If so, am I using Sequential Signing (a.k.a. routing/signing order)?
By default, the routing order for Signers in the recipient window is set to 1, no matter how many Signers are involved in the envelope. What this means is that all notifications to sign will be sent all at once, allowing each signer to sign at his/her own leisure without holding anyone up. If this order is adjusted then the notification emails will be routed accordingly. For example, a Signer at Order number 2 will not receive his/her notification email until Signer at routing Order number 1 has completed his/her signing process.
You can view the date/time of when notifications are sent by viewing the History on an envelope.
Is the email address correct?
You can double-check this by using the Correct feature. Select the envelope from your Sent items folder and click Actions > Correct. The resulting window shows all recipients and their email addresses. You may change any email address here, select Resend, and click Save below. This will resend the notification to the updated email address. More envelope changes can be made by clicking the Advanced button.
Have I tried resending the notification?
Perhaps the signer accidentally deleted the original email notification from their inbox or it somehow got lost in the mix. A quick resend can be accomplished by selecting the envelope from your Sent items folder and clicking Actions > Resend. This will resend notifications to all recipients in the current order who have not yet signed the envelope.
Is this the first time I’ve sent an envelope to this particular email address?
One of the most common causes of this issue is email blocking. Perhaps this is the first time this recipient has ever been sent a DocuSign envelope. If so, it is possible that the notifcations are getting filtered into the recipient's spam folder, or they are being blocked by his/her ISP or firewall. Everyone’s email server settings, spam control, firewall, and anti-virus settings are set up differently. Unfortunately, there is nothing you can do as the sender to resolve this beyond trying an alternate email address. However, the recipient can take the following actions:
First, they will want to make sure that DocuSign emails are not simply landing in their Junk or Spam folder.
If this is not the issue, here are some troubleshooting steps you can forward to your signer. Depending on the situation, they may need assistance from their IT group, or ISP to determine where docusign.net is being blocked.
Allow emails from:
- Allow emails from the domains @docusign.net & @docusign.com
Also you can allow for a specific IP addresses found on our Trust Center
For help with specific email clients and domains, please check out these helpful links:
Thumbs Up to Tim for sharing!!!