We understand it can be frustrating when you don't receive an expected email. While we use a reliable, internationally recognized email service, occasional delivery issues can occur outside of our direct control.
Before reaching out to our support team, please take a few moments to investigate using the following steps:
Ask the Signatory to do the following:
Check Your Spam or Junk Folder: This is often the first and simplest solution! Sometimes, legitimate emails can mistakenly end up in these folders.
Search Your Inbox: The exact title of the document can be found in the "Transaction Details" section of our portal. Try searching your inbox using this title or searching for noreply@signhost.com (or if set up, the senders' custom sending domain).
Allow Some Time for Delivery: Email delivery isn't always instantaneous. Please wait at least one hour to see if the invitation arrives. Some email clients or servers may experience slight delays in processing.
For the Sender of the transaction:
Verify the Recipient's Email Address: Double-check the "Transaction Details" in our portal to ensure the signatory's email address was entered correctly. Even a small typo can prevent delivery.
Check the Transaction Status: In the "Transaction Details," look at the status of the invitation.
If the status is "status 10: Pending," the email may still be processing or queued for sending. Continue to monitor it.
If the status is "status 10: Pending," you can manually share the signing link with the signatory. Check out this FAQ-article for further instructions.
If the status is "status 70: Failed," the transaction has failed, possibly because of an incorrect email address or spam complaint. Reach out to support if you need further help.
Review the Audit Trail: The audit trail for the transaction provides a record of all actions, including when the invitation email was sent. Check this to confirm if the email was successfully dispatched from our system.
Test the Email Address: Try sending a separate, simple email to the signatory's email address yourself. If that email also fails to arrive, the issue might be with the recipient's email server or a local problem on their end.
For Sequential Signing: If you have multiple signatories and the invitation was set to be sent "in order," the next signatory will only receive their invitation after the previous one has completed their signing action. Check the "Transaction Details" to see if the invitation is still awaiting a signature from another party. You can also verify this in the transaction's audit trail.
If you've followed all these steps and the signatory still hasn't received the email, please:
Take a screenshot of the "Transaction Details" and "Audit Trail" page in our portal. This FAQ article helps you to easily capture the right information.
Contact our support team via chat or email and provide this screenshot. We will then be able to investigate the specific situation and provide further assistance on the email's status.
Our support team would love to help you via our chat or via support@signhost.com