Why am I not getting DocuSign SMS texts?

Table of Contents

Issue

Has a sender claimed to have sent you a document, but you are not receiving an SMS text notification about it?

Cause

DocuSign SMS notifications may not appear because your mobile device doesn't have service, you have accidentally blocked DocuSign as a sender, or (in some cases) because your device has no more storage. 

Check Identity Verification method

If you are the sender, ensure you selected SMS as the contact method beneath Identity Verification, and that you provided the correct Mobile Number.

To include an SMS to a recipient:

  1. Navigate to https://account.docusign.com/ and log into your account
  2. Start a new envelope and add documents and recipients as usual
  3. For the recipient you want to request identity verification, click CUSTOMIZE and choose Add identity verification
    In the drop-down menu select Add identity verification
  4. Change Knowledge-based to SMS
    Choose SMS.png
  5. Add the phone number to the Phone number field
  6. Finish preparing your envelope as usual and send it

Check signal strength

Check the signal strength on your mobile device. If you are in a basement or have a weak signal, it may be the reason your SMS text has not come through.

Android: On an Android device, look at the top-right corner of the screen and note whether you see an icon indicating you are connected to Wi-Fi or cellular data. To confirm, tap Settings > Connections and review the details.

iOS: On an iOS device, look at the top-right corner of the screen and note whether you see an icon indicating you are connected to Wi-Fi or cellular data. To confirm, tap Settings > Cellular and review the details.

Check device storage

Examine the memory and storage on your mobile device to ensure you have not exceeded your maximum limit.

Android: On an Android device, you can manage storage by tapping Settings > Device care > Storage.

iOS: On an iOS device, you can manage storage by tapping Settings > General > iPhone Storage.

Check for updates

Check whether your mobile device has any updates pending.

Android: On an Android device, tap Settings > System updates > Check for system updates.

iOS: On an iOS device, tap Settings > General > Software Update. If prompted to update your mobile device, follow the on-screen prompts.

Check blocked senders

Check whether DocuSign is on your blocked senders list on your mobile device.

Android: On an Android device, tap the Phone app and tap the three vertical dots and select Settings > Block numbers and ensure DocuSign is not listed.

iOS: On an iOS device, tap Settings > Messages > Blocked Contacts and ensure DocuSign is not listed.

Restart device

As a last resort if none of the above steps fixed your issue, restart your mobile device.

Android: On an Android device, press and hold the power button until you see the Options menu, then tap Restart.

iOS: On an iOS device, press and hold both the volume down button and the sleep/wake button at the same time. When the Apple logo appears, release both buttons.

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