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Incident detail

Email Delivery Failures impacting customers (Incident 5861)

Resolved incidentMajor1 affected service

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Timeline

Incident updates

Every update on the official status source, oldest to newest, exactly as it appeared there.

  1. Identified

    Docusign is working with third parties to unblock email delivery for customers.

  2. Investigating

    We continue to work to mitigate this issue.

  3. Identified

    Docusign continues to work with third parties to unblock email delivery for customers.

  4. Identified

    Docusign is continuing to work with third parties to unblock email delivery for customers.

  5. Identified

    Docusign is continuing to work with third parties to unblock email delivery for customers.

  6. Identified

    Docusign is continuing to work to unblock email delivery for customers.

  7. Identified

    Docusign is continuing to work to unblock email delivery for customers.

  8. Identified

    Docusign is continuing mitigation work to unblock email delivery for customers.

  9. Identified

    Support teams have identified a potential root cause and we are in the process of implementing a fix to alleviate customer impact.

  10. Identified

    Support teams continue to work on implementing a fix to alleviate customer impact.

  11. Identified

    Support teams continue to implement a fix for this issue and we are monitoring the results.

  12. Identified

    A fix is in progress and we are monitoring the results.

  13. Identified

    A fix is in progress and we are continuing to monitor the results.

  14. Identified

    A fix is in progress and we are continuing to monitor the results.

  15. Identified

    Support teams have confirmed that a fix is in place and that they will continue to monitor recovery through the evening.

  16. Identified

    Support teams are continuing to monitor recovery.

    The next update will be posted at 4pm UTC (9am PT).

  17. Identified

    Mitigation steps have successfully resolved the issue for a large group of customers. We're continuing to work with third parties to resolve issues for the remaining affected customers.

    Our next update will be at 11a PT / 2p ET.

  18. Identified

    Docusign is continuing to work with third parties to resolve issues for the remaining affected customers.

  19. Identified

    Docusign is continuing to work with third parties to resolve issues for the remaining affected customers.

    Our next update will be at 12p PT / 3p ET.

  20. Identified

    Docusign is continuing to see recovery improvements for affected customers. We continue to work with third parties to resolve issues for outstanding customer issues.

    Our next update will be at 1p PT / 4p ET.

  21. Identified

    Docusign is seeing continued improvements for remaining affected customers and continues to work with third parties toward resolution.

    Our next update will be at 2p PT / 5p ET.

  22. Identified

    Docusign is seeing continued improvements for remaining affected customers and continues to work with third parties toward resolution.

    Our next update will be at 4p PT / 7p ET, or earlier if a significant change in status occurs.

  23. Identified

    We have taken additional steps to improve the experience for affected customers and continue to work with third parties toward resolution.

    Our next update will be at 6p PT / 9p ET, or earlier if a significant change in status occurs.

  24. Resolved

    The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

    Customers may have experienced issues from 2026-09-25 13:00:00 UTC until 2026-09-30 00:15 UTC.

    Any customers experiencing residual issues from this issue are encouraged to reach out to support for additional assistance.

  25. Resolved

    The incident has been resolved. Incident duration and timelines are subject to revision pending the results of any related investigation.

    Customers may have experienced issues from 2026-09-25 13:00:00 UTC until 2026-09-30 00:15 UTC.

    Any customers experiencing residual issues from this issue are encouraged to reach out to support for additional assistance.

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