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Forum Discussion

mcnrodriguez's avatar
mcnrodriguez
Explorer | Level 4
2 years ago

DropBox Sign - Signers not receiving emails?

Hello, I uploaded a document on Thursday for some of our signers. I sent the email, but it looks like no one received anything when I asked them during our Monday meeting. I sent email reminders, I duplicated and resent, and uploaded the document again and added the signers again, but nothing has worked. I am not sure what is going on. I had one of our signers add noreply@mail.hellosign.com to see if that might help and it did not. They checked their spam and nothing. On my end it shows pending and the documents were sent, but again, no one has received anything. The only thing that is different is that I included a new signer, but the other four have always received an email asking for their signatures. Does anyone have any idea what the issue might be? 

 

Thank you,

Marcy

  • Megan's avatar
    Megan
    Icon for Dropbox Staff rankDropbox Staff

    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's avatar
      mcnrodriguez
      Explorer | Level 4

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

      • Jay's avatar
        Jay
        Icon for Dropbox Staff rankDropbox Staff

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

    • MRFishe's avatar
      MRFishe
      Explorer | Level 3

      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.

       

      • MRFishe's avatar
        MRFishe
        Explorer | Level 3

        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.

  • Maso's avatar
    Maso
    New member | Level 2

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

     

    Thanks

    • Walter's avatar
      Walter
      Icon for Dropbox Staff rankDropbox Staff

      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's avatar
        Maso
        New member | Level 2

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

         

        Thanks

  • ABBYCOLLINS's avatar
    ABBYCOLLINS
    New member | Level 2

    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's avatar
      Nancy
      Icon for Dropbox Staff rankDropbox Staff

      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?

  • Hannah's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff

    Sorry to hear about this, MRFishe.

     

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

  • Anna121's avatar
    Anna121
    New member | Level 2

    I'm having this same option too - we have 4 signers per form and the 4th has been receiving some emails but not all. Can I get some assistance?

    • Hannah's avatar
      Hannah
      Icon for Dropbox Staff rankDropbox Staff

      Hey Anna121, sorry to hear that!

       

      Have you tried reaching out to our support team? You can do so from here.