The eSign apps send email directly to Atlassian Jira and Confluence users. These include transactional emails for Signature Invitations, Signature Pin Resets and Training Reminders.

All emails are processed by the commercial mail provider PostMark (Postmark Status).

Deliverability

Typically emails are delivered in less than 1 minute. Overall email delivery success for esign-app.com via PostMark is > 99.9%.

If some of your users are not receiving emails from eSign, the most common reason is the emails have been falsely tagged as spam or phishing and blocked or quarantined by the receiving mail server. There are a few things to check if an eSign email you are expecting does not arrive in your Inbox.

Junk Mail

Check the user’s spam or junk mail folder. If found, recommend marking “Not Junk” and add the sender (support@esign-app.com) to your contact list to help prevent future false spam detection.

Anti-Phishing Quarantine

Some Mail providers, (especially outlook.com), can have very aggressive anti-phishing policies that may quarantine the emails after delivery from esign-app.com but before being forwarded to the user’s mailbox. Contact your IT Admin to check for quarantined messages from esign-app.com, and if found, ask them to release those emails and adjust the policy to trust items from support@esign-app.com.

Blocked / Undeliverable Emails

When PostMark (esign-app.com) receives a hard bounce that an email address is undeliverable that mail address is added to a managed block list in PostMark. If the account is later enabled the emails will continue to be held back until the block is released.

If you think this may be the situation, contact support@esign-app.com to check if that email address is blocked and if so release it.

Technical Information

Here is some information to provide to the corporate IT/mail service about the eSign emails to enable filters to allow these emails to be delivered.