The signer says no email arrived
What the red "never reached its recipient" banner means, why an address is suppressed, and how to get the link to the signer.
If an invitation never arrives, the envelope page tells you: look for the red banner, read the address and the reason, then fix the address or send again.
What you see
- A red banner on the envelope page: 1 invitation never reached its recipient. This envelope says sent, but the email did not go out, so nobody has been asked to sign. With several it reads N invitations never reached their recipients.
- Under the banner, each address with the reason and the time, and two buttons: Try sending again and Fix the address.
- In the recipient list, a chip not delivered where the status would normally be, and a line starting The invite could not be delivered — (or The reminder could not be delivered —) followed by the reason.
- On your dashboard: 1 envelope was never delivered. The invitation email bounced, so the signer has not been asked to sign — even though the status reads sent. The link Show it (or Show them) opens the Not delivered folder.
- No banner at all, but the signer says nothing arrived.
Why
Sent means SignSpry handed the email to the mail system. The banner appears when the latest invitation or reminder to an address failed. A later successful send clears it.
The reason is shown in the mail system's own words. The ones you will meet most:
| Reason shown | What it means |
|---|---|
| recipient suppressed (bounce) | An earlier email to this address bounced for good, for example the mailbox does not exist. SignSpry stopped trying. |
| recipient suppressed (complaint) | Someone at this address marked an earlier SignSpry email as spam. |
| recipient suppressed (rejected) | The receiving server refused the address outright on an earlier attempt. |
| Anything else | The receiving server's own error text. |
Only permanent failures put an address on the suppression list. A full mailbox or a momentary glitch does not. Suppression follows the address, not the envelope: no SignSpry email to it is attempted, from any envelope, until someone at SignSpry removes it.
If there is no banner, the email left SignSpry. It is most likely sitting in a spam or junk folder, or a company mail filter held it.
Fix it
A banner names the address
- Open the envelope and read the address and reason in the red banner.
- If the address has a typo, click Fix the address. Change the name or email on the Correct page and click Apply correction. The old link stops working and a fresh invitation goes to the new address.
- If the address is right and the reason is not "recipient suppressed", click Try sending again. It re-sends to the signers whose turn it is, and each new email replaces the previous link.
- If the reason starts recipient suppressed and the address is right, write to us from Support in the account menu (or at Support). Give the envelope title, the address and the exact reason. Meanwhile use Signing links (below) so the signer is not waiting.
The signer says nothing arrived, but there is no banner
- Ask the signer to check spam, junk and promotions, and to search for your organisation's name. The email comes from SignSpry's address, shows your organisation's name, and replies go to you.
- Check the recipient chip. If it says viewed, they already opened the link.
- Click Remind pending signers in the More menu. It sends a fresh email to the signers whose turn it is.
- Still nothing? Click Signing links (under More if you are also a signer). It shows a link for each signer to send yourself by chat or your own email. It says "regenerated — old links are now invalid", so use only the new ones.
- Check the status page for a problem with Email delivery.