Recipient Says They Didn't Receive the Document
The most common support conversation in eSignature, and 90% of the time the email is sitting in their spam folder. Work this list with them, top to bottom.
1. Have Them Search Spam
Ask them to search their spam/junk folder for "Inkfree". Found it? Mark as not-spam so the next one lands properly.
2. Verify the Address
Open the request detail page and check the email you sent to. Typo? Open the signer's menu (⋮), correct the address; the fix is logged in the audit trail.
3. Resend
Click Send Reminder: a fresh email goes out with the same secure link. This alone resolves most "lost it" cases.
4. Check the Audit Trail
The trail tells you the objective truth:
• Delivered → it reached their mail system; the problem is on their side (spam, filters).
• Bounced → the address is wrong or dead; get a current one.
• Delivered and opened → they saw it; a friendly nudge is all that's needed.
5. Corporate Filters
Company mail security sometimes quarantines automated senders before the inbox. Their IT can allowlist Inkfree's sending domain: a common, quick fix.
Last Resort
Edit the recipient to an alternate address they control (personal email, for instance). Do this properly, via the signer's menu, never by forwarding the link.