We have clients who are not receiving the annual review email and documents via DocuSign.

Query

We have clients who are not receiving the annual review email and documents via DocuSign. Other Directors have received it first but it doesn't seem to make it to the last recipient.

Solution

Check your CAS 360 outbox to make sure that the emails have been successfully sent.

 

From the Main Toolbar, Select Messages
Select the Outbox.

Here you are able to track the status of each recipient from the CAS360 outbox when sending emails.

Status Name	Description
Delivery in Progress	Email has been sent from CAS360 and is awaiting a response to see if this has been correctly delivered.
Message Delivered	Email has been successfully received by the email account.
Email Failed	Email has not been received by the specified email account.

From the Outbox, hover over a status to view a breakdown of each email recipient and review the status of an email.

To resend an email, click

CAS 360 will display the Preview email screen.

Click to resend the email.

You will receive email a fail notification if an email from CAS 360 has not been received. The notification will be received only by the user logged into CAS 360 who sent the original email or notification.

Once you can confirm that the emails have been sent via the Outbox, then the recipients will need to check their spam folders and mark the emails from CAS360 as not spam.

The recipients' email service identifies the email as spam

The recipient will need to unmark the CAS 360 emails as spam.

Gmail

Mark or unmark Spam in Gmail

Outlook

Mark an email message as not junk