Diagnose the exact missing-email problem
Begin with the document name, approximate sending time and intended recipient in your own authorized records. Locate the original request rather than starting a new one. A recipient’s inability to find an email can reflect delivery, filtering, an address mismatch or confusion between several documents. The observation alone does not tell you which explanation is correct. Keep the investigation scoped to the specific request and avoid unrelated mailbox inspection.
Separate sender and recipient evidence
On the sender side, record the actual state shown for the request. On the recipient side, use the person’s report or an authorized mailbox search. Do not claim delivery because a sender screen says sent, or claim the request disappeared because the inbox lacks a message. Compare the intended address carefully, without copying private contact information into public troubleshooting posts. If the address is wrong, use the separate wrong-recipient process.
Choose a bounded recovery action
When the original pending request and intended person are confirmed, a supported reminder or existing signing link may be appropriate. Choose one deliberate action rather than trying every option in quick succession. Several reminders and fresh requests can make the recipient less certain which message is current. Record what was attempted so another teammate does not repeat it while the first action is still unresolved.
Verify before repeating an uncertain action
If you cannot establish whether the request or recovery action completed, stop repeated sends and inspect the existing record through supported access. Do not invent a propagation explanation or assume a quiet interface means success. Tell the responsible person the exact remaining uncertainty and retain the original identity. The direct-link guide covers an available recovery mechanism; it does not replace checking whether the document and recipient are correct.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- Manage documents, reminders and edit/resend — Merchant documentation · help.signaturely.com · Merchant-controlled · checked 2026-09-21
- Get an existing signing link — Merchant documentation · help.signaturely.com · Merchant-controlled · checked 2026-09-21