Why can’t I see DocuSign email notifications in my Gmail account?

Update January 7th, 2020: Google has confirmed they have resolved this issue as of this morning. If you are still finding new DocuSign Email Notifications in your Promotions folder, please follow one or more of the solution steps below. You may still need to follow those solutions in order to bring previously sent notifications to your Primary Inbox.

Issue

You are a Gmail / gmail.com user and you are not receiving DocuSign email notifications or you are receiving them but they are not visible in your Primary Inbox view. Instead they can only be seen in your Promotions tab. You may be affected if you are a DocuSign user with a gmail.com email address or whose domain uses Gmail as its email client. 

Cause

As of 12/17/2019 Google began categorizing certain DocuSign email notifications as Promotions. Promotions is a category created in Gmail by default which automatically filters emails deemed as marketing or promotional to keep them from cluttering a user's Inbox. It appears as a secondary tab alongside Primary and Social. Promotions and Social categorized emails are not counted in your overall Inbox unread count so you may not be aware this is happening. 

Google Promotions Tab

Solutions

DocuSign email notifications are not meant to end up in the Promotions category. Therefore, we are currently working with Google to revert this behavior for all emails received from our system. In the meantime, you have three different options to workaround the issue.
 

1. Remove Promotions Category

The quickest way to stop the Promotions categorization and ensure any new and existing DocuSign email notifications appear in your Primary Inbox view is to remove the Promotions category altogether: 
  1. On your computer, open Gmail.
  2. At the top right, click the Settings gear iconSettings.
  3. Click the Inbox tab.
  4. In the "Inbox type" section, select Default. Note: To hide all tabs, select another inbox type.
  5. In the "Categories" section, check the boxes of tabs you want to show (in this case you will want to un-check "Promotions.")
gmail disable Promotions
  1. Scroll to the bottom, then click Save Changes.
  2. Return to your Inbox tab and you should see all existing and future DocuSign email notifications in your Primary Inbox.
Additional instructions for iPhone and Android devices can be found via Google's support forum: Add or remove inbox categories & tabs in Gmail

2. Always Move DocuSign Notifications to Primary Inbox

If you would rather keep the Promotions categorization + tab but simply ensure existing and future DocuSign email notifications are visible in your Primary Inbox view, please follow these steps:
  1. On your computer, open Gmail.
  2. Open the Promotions tab.
  3. Locate any DocuSign email notification, left-click and hold or select multiple via the available checkboxes.
  4. Drag and drop the DocuSign email notification(s) onto the Primary tab.
You will see the following popup.
Drop to primary confirmation
  1. Click Yes to have all future DocuSign email notifications emails directed into your Primary Inbox view.
Note: This will only bring the selected email notification(s) into your Primary Inbox but it should ensure future emails will follow suit.

3. Set Up a Filter for DocuSign Email Notifications

You may additionally set up filters to essentially achieve the same result as solution #2. To do so, please follow the below steps. Alternative steps can also be found on Google's support site: Create rules to filter your emails
  1. On your computer, open Gmail.
  2. Select any given DocuSign Email Notification from the Promotions tab.
  3. Click the three dot vertical icon (in the row of icons under Search bar).
  4. Select Filter messages like these.

Doing so will auto-populate DocuSign's sending address in the From field (i.e. dse@docusign.net).

  1. Click Create Filter.
  2. Enable the checkbox for Categorize As.
  3. Select Primary from the drop-down.
  4. Click Create Filter.

Related Articles

The above solutions only pertain to DocuSign users with a gmail.com email address or whose domain uses Gmail as an email client. For other issues with receipt or visibility of DocuSign email notifications, please consult the following articles: