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My client says they never received the email
The four things to check, in the order they are most often the cause.
Last updated
The most common cause is that no email was ever meant to go. When you add someone to an envelope (the document you are sending out for signature, together with the people who have to sign it) you can choose to share the signing link yourself instead of having us send it, and a recipient set that way is waiting on you rather than on their inbox. Check that first, then junk mail, then the address you typed, then the signing order.
1. Check whether an email was ever meant to go
Open Envelopes, open the envelope, and look at the Recipients panel. Each person carries a small marker beside their address. A green Email marker means we sent them a message. An amber Link marker means Copy link manually was chosen for them on the Recipients step, which tells us to send nothing and leaves the link with you.
If it is amber, press Copy Link beside their name and send the link yourself, by whatever means you already use with that client. The panel then records the date you shared it.
2. Ask them to search, not scroll
The subject line is Please sign: followed by the Subject you set on the Review step. Give them that exact wording and ask them to search their whole mailbox for it. Business mail filters often hold a first message from an unfamiliar sender in a quarantine folder nobody looks at, and a message sitting in junk will not appear in an inbox scroll.
If two people were on the same envelope and one of them received theirs, the message left us and the filtering is happening at the other end. Ask them to add our sending address to their safe senders, then press Send Reminder on the envelope.
3. Check the address
Read the address in the Recipients panel character by character. A .con for .com, a missing
letter in a company domain, and an old address for somebody who has changed employer are the three
that come up most.
An address cannot be edited after an envelope has gone out, because the record has to show who was actually asked. If it is wrong, cancel the envelope and send a fresh one to the corrected address. See Cancel an envelope someone has already opened.
4. Check whether it is their turn
If you chose sequential signing, each person is invited only once the person before them has finished, so a later signer will have heard nothing yet. Their position is numbered beside their name in the Recipients panel. See Choosing who signs first.
Check it is not still a draft
An envelope with the status Draft has been prepared and not sent, so nobody has been contacted. Drafts sit behind the Drafts tile at the top of the Envelopes screen. Open it and send it.
When all four are ruled out
Once a message has been handed to our mail service, the recipient's row shows a Notification ID with a copy button beside it. Send us that reference from Support in the left-hand navigation, together with the recipient's address and roughly when you sent it, and we can trace the individual message rather than go looking for it.
In the meantime, Copy Link beside their name gives you the same link the email carries, so your client is not held up while we look.