DropBox Sign - Signers not receiving emails?

Hi @mcnrodriguez, thanks for posting here!

This Dropbox Sign and people not receiving the emails would need some further investigation. Would it be okay for me to send you an email, in order for us to have a closer look into this?

Keep me posted, and we'll take it from there!

mcnrodriguez

Yes, because I'm not sure what to do. I tried again today and no one has received anything.

Jay

Hi @mcnrodriguez, I've sent you an email, please could you reply to it as soon as possible!

Maso

Hi, I am having the exact same problem that you descibe, what was the resolution for this?

Thanks

Hi there @Maso, sorry to hear you're also having issues with this.

May we reach out via email to have a further look internally?

Maso

Hi Walter, sure thing, you can reach out to me via email 🙂

Thanks

Nancy

Sorry to jump in, @Maso.

I just logged a ticket for you. When you have some free time, please reply back to it, and we’ll check this further.

Thanks!

SandySbh

I am having the same issue. Sent out a form for our staff to sign and it has not been received by anyone. Please help.

Hannah

Thanks for letting us know, @SandySbh.

Can we send you an email, so we can look into this internally?

JP-LCG

Hi, I'm having issues sending an email reminder to the final signatory of my document as well. Could you please look into it? Feel free to email me at my associated address. Thank you.

Jay

Hi @JP-LCG, to look into this in more detail, could you contact the support team directly via this link?

Kerry5000

Hi, I am consistently having this same issue - I have sent and resent and checked their emails and they have checked their junk and still no documents. Please can you help asap

Hi @Kerry5000, thanks for bringing this to our attention!

I just created a ticket on my end for you. Reply back to me as soon as possible, and we'll take it from there!

Thanks a bunch!

ABBYCOLLINS

having the same issue - except I am one of the signers (the second signer in order) and have received the "heads up!" email telling me I'm waiting on a signature - the primary signer has not received anything - how do I fix this?

Nancy

Hi there, @ABBYCOLLINS!

Has the other user also checked their email’s spam folder, and added noreply@mail.hellosign.com to their email contacts?

Are there any other signers that face the same issue as them?

Zoe117

Hey having a similar issue here, can anyone help?

Hey @Zoe117 - sorry to hear about this.

Could you let us know if this happens with a specific signer or all?

Have you asked them to check their email's junk/spam folder as well?

Zoe117

Hey Walter thanks for getting back to me so quickly. I just finished chatting with a helpdesk agent and was able to resolve it a few minutes ago. It seems the issue was my plan

I see, thanks for keeping me in the loop @Zoe117

Glad to hear it's sorted now and please let us know if anything else comes up.

Take care!

Same exact problem. Sent to 2 people. One received, one did not. Did a re-send. Still not receiving document. eSignature says it's pending signature.

Hannah

Sorry to hear about this, @MRFishe.

Has your recipient checked their spam folder, to make sure the email hasn't ended up there?

Yes. I resent the following day. He never received same. I use his email address for regular email and he always gets the email. Both he and I have confirmed the email address was entered correctly.

Hannah

I see, thanks for the update, @MRFishe.

I would suggest reaching out to the Dropbox Sign team directly, to get a faster resolution.

You can do so through this link.

I have done as you suggested.

Feel free to share your ticket number reference with us, in order to locate it on our system @MRFishe.

Ticket 23145101

Awesome @MRFishe!

I was able to locate it, and checked that the team is working with you on this.

If you need anything else, don't hesitate to let us know!

nicetriangle

Having the same issue here. None of the emails are going out either to signing parties or to people who I have set to be CC'd on the document when I set it up to send out. Was working great for me last year but this month it's been a mess.

Already have a support ticket open for this, but I wanted to add this here publicly to get it on record and float this topic back up to the top.

This really needs to be fixed asap. The whole reason I upgraded to a more expensive plan was for document signatures.