A signer hasn’t received the document email – Troubleshooting
Deep breath, let’s troubleshoot…
1. Their email provider has sent the email to a ‘Junk’, ‘Spam’ or ‘Clutter’ folder
While we work closely with email providers to ensure our emails aren’t sent here, it does still happen on occasion. Asking the signing party to check these folders is often the best place to start – if it has landed here, they can ‘whitelist’ Signable to ensure future emails are sent straight to the inbox.
Still can’t find it? It could be that…
2. The signing party is looking for an email delivered by you, rather than ‘firstname.lastname@example.org’
Often your clients will be expecting an email from your address, please remind them that the email will come from email@example.com.
3. They’re not the next party in the signing order
As explained here, when sending to multiple parties, the envelope will be sent according to the order you’ve entered the party email addresses. Unfortunately once sent, you can’t adjust the signing order itself, so the current signing party will need to sign the document before the envelope moves forward to next party.
Signing order not the issue? Could it be that…
4. The wrong email address was entered when the envelope was sent
If an email has bounced, the sender of the envelope will receive email notification including a link they can click that will take them straight to the document status page to update this.
If the email hasn’t bounced as such, or you need to check the email that was entered, you can access the document status page (and update the email address entered if need be), as outlined here.
Email address correct? Perhaps…
5. The signing party has previously unsubscribed from Signable emails
While our marketing team work hard to make sure the content in our emails not only looks great but is helpful too, we do still see the occasional email address that has unsubscribed from our emails. To reverse this (with permission from the individual), please contact us via: Help@signable.co.uk
HELP! None of the above suggestions have solved the mysterious case of the missing email!
Get in touch with Team Signable – we’re always happy to help and are available from 9am to 5pm, Monday to Friday on live chat, email and phone.
“What is a Whitelist”
A whitelist is a list of e-mail addresses or domain names from which an e-mail blocking program (Spam filter) will allow messages to be received.