Signature request emails not received

[michaelt92427461]

Documents have been sent by me for signature, but the signers are not receiving the automated email requesting signature.  The emails do not appear to be landing in spam.  I have received the email confirming that the document has been sent for signature, and all looks proper within EchoSign.  Others within my organization are able to send documents for signature without issue.  Suggestions? 

Thank you,

Mike

[sameer_puri]

Hi Mike,

This is weird. Can you do a trial send-n-sign from and to your own email address and see if you get that email? Let us know.

Thanks

Sameer Puri

[Guest]

Sameer,

I am having the same issue. This has never been an issue in the past and I do use eSign frequently. I have checked with the signatories in our organization and the email notifications are not going to their spam. Strangely, my boss did receive an email informing him that I had cancelled a request for signature, but not the email requesting signature that he should have received shortly thereafter.

I did try to send a doc. to myself as you suggested to Mike, but received the below message.

DD

[michaelt92427461]

Sameer,

Like DD, I also received the "You cannot send a document only to yourself to sign" error when sending only to myself.  As such, I sent a request to my business email (from my business email), but also added a personal email address as a signer.  I have NOT received a request to sign at either my business or personal address. 

Note that others within my organization are able to send documents for signature without issue.

Thanks,

Mike

[sameer_puri]

Hi Mike and DD,

When i wrote "trial send-n-sign from and to your own email address", i actually meant to one of your other email addresses that you own (personal email may be). Sorry for the confusion.

Mike, since you can reproduce this at will with your email address, can you inbox me(personal message on forums) with your Adobe Sign login credentials so that we can help debug the issue?

Thanks

Sameer Puri

[michaelt92427461]

An IM has been sent.  Thank you, Sameer!

[michaelt92427461]

Sameer,

Has the issue been identified?  My issue still exists.

Thank you,

Mike

[michaelt92427461 · Accepted solution]

My issue has been resolved by updating my name info within My Profile. My
name fields were blank for whatever reason, so my organization's Outlook was
rejecting the messages since the messages appeared to be coming from "Bill.Smith@abc.com<BillSmith@abc.com”
rather than “Smith,Bill<.Bill.Smith@abc.com”.  This was essentially a spam issue caused by
incomplete user profile info.   

[rcermele]

That totally worked for me too!  Interestingly some of my people WERE getting the notification.

[CIsaiah54]

Hello and thank you for sharing this! Once you correct your profile, do you need to resend it for signature or does it magically appear in the inboxes it wasn't showing up in?

[DaveBaxter]

I just found, and I know this is a miracle that after 6 years I just ran into issues with sending signature requests, but anyway. I found that the emails were not coming from the senders email address, instead they were coming from adobesign@adobesign.com. This address was getting stuck in Office 365 spam, but once released and added to the allowed list in O365 Exchange Admin Center, the emails are no longer ending up somewhere in the Upside Down, they are actually being delivered to the inbox of the recipients quickly. I hope that helps someone that has this issue.