Why aren't my signers receiving DocuSign Notification emails?

There are several reasons recipients may claim to not receive email. If you're the recipient who's not receiving email notifications, please follow these steps, in addition to this article. 
 

Email was Redirected

Emails can become redirected to their email clients spam/junk folders. 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. Tip:  Use Correct to change the recipient's email address. Or reaching out to the signer to have them check their spam folders. 
 

Signing Order

If an envelope has more than one recipient, Senders can choose to Set a signing order. The signing order lets senders control the order in which recipients receive and sign your documents. 
You can set up a sequential routing order, where each recipient receives the email notification once the previous recipient has completed their action or parallel signing order where all recipients receive the document at the same time.


Email was Blocked

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. Once your recipient has confirmed that these steps have been taken, you may need to Resend the envelope in order to send a new notification email.
 

Email was Auto-Forwarded

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.). 
 

Embedded/Captive Signing

PowerForm initiators/Captive Signers/Embedded Signers don't receive email notifications by default. 

Note: There's no way to tell in the User Interface that a recipient is set to captive. Please contact Support for assistance if the below article doesn't help. 

 

Possible Cause

Suppressing email notifications to embedded signers is expected behavior, and is by design, due to the account-wide setting known as "Suppress emails to embedded signers" in the Signing Settings of DocuSign's Admin area

Suppress emails to embedded signers:  When selected, an email completion notice is not sent to embedded signers when envelope signing is completed. This option is only used with the embedded signing function and cannot be selected if the Send completion emails to embedded signers option is selected.

Note:  It's common that recipients will become set as embedded signers through an API call that specifically sets them this way using a clientUserID code (see Step 1 of the Embedded Signing - REST API Guide article). Using embedded recipients you can let users sign or send documents directly through your UI, avoiding the context-switch to email. Find out more here.

Note: PowerForm initiators (those who begin a PowerForm) are automatically set as embedded signers, by design - as long as "Require email validation" is not checked on the associated PowerForm. See more about PowerForm creation and settings here.

Solution

Uncheck the Signing Setting "Suppress emails to embedded signers" to allow for emails to be sent to signers who are set as embedded. Then click Save. 

If you want to send an email notification to a recipient who's currently set to an embedded signer type, you can remove that recipient completely from the envelope when using Correct, and add them as a remote signer (a recipient with a name and email address with "Needs to sign" as their role type) by clicking "Add recipient" during the Correct process. 

 

Additional Details

  1. Ensure your recipient checks their DocuSign emails are not simply landing in their Junk or Spam folder.
  2. 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:
  • dse@docusign.net
  • dse_demo@docusign.net
  • dse_na2@docusign.net
  • dse_na3@docusign.net
  • dse_eu1@docusign.net
  • dse@eumail.docusign.net
  • dse@camail.docusign.net
  • dse@aumail.docusign.net
  • dse_staging@docusign.net
  1. Ask the recipient to request that their IT department allows emails from the domains @docusign.net & @docusign.com
 

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