Email & SMTP issues

Undersign uses your configured SMTP server to send signing requests, notifications, reminders, and other system emails. If an email is not being delivered, the issue is usually related to the SMTP configuration or the recipient's email provider.

Work through the checks below in order.

Emails are not being sent

First, test your SMTP configuration from Account Settings → SMTP Configuration.

1. Check that the SMTP Host and SMTP Port are correct for your email provider.
2. Confirm that the selected Encryption method matches your provider's requirements.
3. Verify the SMTP Username and SMTP Password.
4. Check that the From Email is a valid address that your SMTP provider allows you to send from.
5. Use Test SMTP Connection to verify the connection.
6. Use Send Test Email to confirm that Undersign can successfully send an email through your SMTP server.

If the test email cannot be sent, the issue is most likely with the SMTP configuration or your email provider.

Emails are going to spam

If emails are being sent successfully but recipients cannot find them in their inbox:

• Ask the recipient to check their Spam/Junk folder.
• Confirm that the From Email configured in Undersign is valid and appropriate for your SMTP account.
• Check your email provider's sending and domain authentication settings, such as SPF and DKIM, if applicable.
• Make sure your email templates use clear and relevant subject lines.

See Email Templates if you need to review or customize the emails sent by Undersign.

Emails are delayed

Email delivery ultimately depends on your SMTP provider and the recipient's email provider. Delivery may be delayed because of provider-side processing, temporary delivery issues, or recipient-side filtering.

If the problem affects only certain recipients, ask them to check their spam folder or contact their email administrator.

Test email works, but signing emails do not

If the Send Test Email function works but a signing request email is not delivered:

1. Confirm the recipient's email address is correct.
2. Check the recipient's Spam/Junk folder.
3. Check whether the issue affects one recipient or multiple recipients.
4. Review the relevant email template under Account Settings → Email Settings.
5. Try sending the signing request again if appropriate.

If test emails work consistently but signing request emails still fail, contact Undersign Support with the recipient address, the signing request details, and any error message shown by Undersign.

Still having problems?

When contacting support, include:

• The SMTP provider you are using
• The SMTP connection/test result
• The error message, if any
• Whether test emails are delivered successfully
• Whether the issue affects all recipients or only specific recipients

Never send your SMTP password to support.

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