Why are my users not receiving DocuSign Transaction Room Emails?

There are several reasons recipients may claim to not receive email. The most common being the emails are getting redirected to their email clients spam/junk folders 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. Or reaching out to the signer to have them check their spam folders. 

Occasionally, DocuSign Email notifications may be blocked by either your recipient's email server, firewall, email provider, or email client (such as MS Outlook). Below are some steps to help prevent this behavior. 

Auto-forwarding of emails may also cause issues as DocuSign can only ensure the notification reached the email that is was sent directly to. If the signer is still not receiving the notification email, you can try to resend the document to them at an alternate email address on a different email provider (i.e. Gmail, Hotmail, Outlook, Yahoo, etc...) 

Ensure your recipient checks their DocuSign emails are not simply landing in their Junk or Spam folder.

Have your recipient add the following email addresses as Safe Senders (aka Trusted Senders) and in his or her email client. These are the DocuSign system sending email addresses:
Advanced steps
Here are some settings you can forward to the recipient's IT department. 
  • Allow emails from the domains @docusign.net, @dtr.docusign.net and @docusign.com
  • Allow for a specific IP Addresses. Transaction Room emails will be coming from one of these IPs:
It’s DocuSign’s intention to provide the most robust and reliable service possible to enable your business transactions. We also want to proactively share information which may be of interest to our customers regarding the evolution of our service. A few of our customers have elected to explicitly allow Internet addresses advertised by our service. It is important for those customers to keep up-to-date with our current IP address ranges. 

We understand this can be a pain point. For this reason, DocuSign partners with an organization that specializes in email optimization and also takes a four-step approach that’s been successfully maximizing email delivery for the past four years. 

1. Staying on the whitelist: We monitor the whitelist/blacklist activities of nearly 200 vendors and work with these vendors to keep DocuSign on the whitelists. This is an important part of optimizing the delivery rates of DocuSign Envelopes. 

2. Ongoing delivery tests: We test our email delivery on an ongoing basis by sending DocuSign Envelopes to a managed set of more than 1,000 email addresses across more than 130 domains and monitoring the delivery rate. This helps us fine-tune our tools for successful delivery of every Envelope. 

3. Message testing: On occasions when we make changes to email message copy, links or images, we test and re-test these changes by sending revised versions to the managed email addresses described above. This helps your Envelopes avoid spam trigger traps. 

4. Maintaining our spotless reputation: Sender reputation has a big influence on how your customers’ ISPs and their spam filter vendors treat an incoming email. They constantly monitor things like spam complaints from their users, email sent to non-deliverable addresses and sender email volume. We monitor DocuSign’s reputation vendor by vendor across 60 factors and intervene as needed. 

Through these four steps, we are consistently trying to keep your DocuSign envelopes appearing in your customers’ inboxes.