We use an internationally accepted e-mail service. The cause of any missing e-mails mostly does not lie with our system.

For this reason, please follow these steps first before contacting us:

If a signatory claims not to have received the e-mail, please follow these steps:

  • Ask the signatory to check the spam folder;

  • Wait for one hour. Some mail clients or servers do not download the email straight away;

  • Check the Transaction Details in the portal:

    • Is the e-mail address spelled correctly?

    • Does the status say ‘Waiting for signer’?

    • Is there a date and time underneath 'Sent date' in front of the specific signer?

    • What happens if you try to send an e-mail to the address yourself?;

  • If there are multiple signatories: check whether the invitation is to be sent ‘in order’. Is it still waiting for a signature from one of the other signatories? To find out, check the Transaction Details in the portal;

    Again you can check this by looking if there is a date and time underneath 'Sent date' in front of the specific signer.

  • Ask the signatories to search for the document title in the mailbox. The title can be found in the portal Transaction Details as well.

  • Ask the signatories to search for subject line can work too. If you have not adjusted this, see our email formats here;

  • Take a screenshot of the Transaction Details page and send it to us in the chat. We will investigate what is wrong, and what the status of the email is.

Our support team would love to help you via our chat or via support@evidos.nl

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