Troubleshoot missing emails
The workflow
- Check the recipient email.
- Check spam and junk.
- Check SMTP configuration.
- Test email delivery.
- Resend the request.
Step 1: Check the recipient email
Confirm the signer's address was typed correctly. A single typo means no delivery. Check the request's details page.
Step 2: Check spam and junk
Ask the signer to check spam, junk, and any promotional tabs. Also confirm they're looking at the inbox that received the request.
Step 3: Check SMTP configuration
Verify your SMTP settings, host, port, encryption, and credentials. Many failures trace to a stale app password.
Step 4: Test email delivery
Use the Send test email action on the SMTP page. If the test fails, the error identifies the faulty setting. If it succeeds, the problem is upstream, see Fix email delivery problems.
Step 5: Resend the request
Resend the signing link from the request's details page. This re-triggers the email to the corrected address.
What happens next?
Most missing-email cases resolve at one of these five steps. If emails still don't arrive, the deeper diagnosis is in Fix email delivery problems.