My signature requests are not being received by my signers

Modified on Fri, Jul 19 at 12:07 PM

If your signers have complained that they did not receive your signature request (or if you are a signer and the sender said they sent a document that is nowhere to be found in your inbox), first make sure that the email you are using (the recipient's email) has been correctly entered.

Occasionally, MyeSign email notifications may be blocked by either the recipient's email server, firewall, email provider, or email client (such as MS Outlook). Try one of the following solutions to resolve and then have the document re-sent.

Solution 1

Check your email Junk or Spam folder. If there is an email from MyeSign ([email protected]) in these folders, mark the email as not junk or not spam (in some cases click "Mark as Safe").

Add the following email addresses as Safe Senders (aka Trusted Senders) to your email client:
- [email protected]
- [email protected]

To add the following domains to your email provider's "Safe Sender" list manually:

If you are receiving emails from us but they are landing in junk or spam you can follow the below steps to whitelist our domains/email addresses based on the three common email providers below.

How do I stop emails from going to spam?
How can I whitelist email addresses from specific senders to prevent emails from ending up in my Spam or Junk folder?

Answer:

Steps for adding an email to a safe senders list will vary by email application. Please review the following steps based on your local email application:

Gmail

To ensure that you receive emails in your inbox, you can add the email address to your contact list. If one of our emails has been moved to the spam folder, you can mark it "Not Spam" to whitelist it:

In Gmail, navigate to the spam folder.
Search for emails containing the domain you wish to whitelist (eg onlinegroups.net).
Select all the emails shown.
Click More and then Not Spam.
Create a filter for the address

Create a filter:

Click the cog (sprocket) icon in the top-right corner, and then Settings
Click on Filters and then Create a new filter
Either

enter the domain of the email you want to whitelist in the From field or
enter the email address of the online group you want to whitelist in the To field click

4. Create a filter with this search

5. In the box headed When a message arrives that matches this search select Never send it to spam

6. Click the Create Filter button

Please note that if the recipient has an email that is provided by their company or is managed by their company and is on an Outlook server - they may need to follow the advanced steps in Solution 2.

Outlook

For 2003, 2007, and Express
1. Click Actions from the toolbar at the top of the screen.
2. Click Junk E-mail > Junk E-mail Options...
3. Click the Safe Sender tab.
4. Click Add.
5. Type in the email address you wish to add to your safe sender list.
6. Click OK.
For 2010
1. In Outlook, go to the Home tab.
2. Click the Junk button.
3. Choose "Junk E-Mail Options" from the drop-down list.
4. Go to the Safe Senders tab.
5. Type in either the email address or the domain name you wish to add.
6. Click OK
For 2013

In Outlook, go to the Home tab.
Click Junk > Junk Email Options.
Click the Safe Senders Tab
Click Add.
In the Add address or domain box, enter the email address or the domain name you want to whitelist.
Click OK and close the window.

Express
1. In Outlook, go to the Tools menu.
2. Click "Address Book".
3. Click New > New Contact from the drop-down menu.
4. Type in your email address and include any details you want.
5. Click OK.

Yahoo

In Yahoo Mail, your Contacts list is your whitelist. To add the From Address to your Yahoo Contacts:

Open your Yahoo mailbox.
Click the address book icon under the Yahoo! Mail logo. When you roll your mouse over it, it will say Contacts.
Click "New Contact".
Fill in the fields of your Contact.
Click Save and mail from this sender should now be delivered to your Inbox.

Solution 2:

Advanced steps that you can forward to your IT department:

Allow emails from the following domains:

@myesign.com

Check that your email server allows TLS 1.2

Once you have confirmed that these steps have been taken, you may need to re-send the signature request.

Solution 3:

The sender can create a free MyeSign account at https://app.myesign.com/sign-up and the document will be waiting for them in the dashboard to sign.