In cases where emails or SMS messages fail to reach the intended recipients during signature requests or document sharing, the initiator (document sender) will receive a "Delivery Failure Notification" email.
*If recipients have not received emails from SignTime, please make sure they have checked their spam folder as well
Recipients of Delivery Failure Notification
- SignTime (E-Signatures)
① Signature Request & Completion: When signature request / signature completion emails or SMS messages to signers or viewers (CC) fail to send
② Internal Approval Flow: When emails for internal approval requests fail to send
③ Document Sharing::When emails for document sharing fail to send - ScanTime (Import Files)
④ Document Sharing: When emails for document sharing fail to send - User Related
⑤ user invite: When emails for invite user fail to send
Possible Reasons for Sending Errors:
When sending to an email address:
- Failure to send due to the recipient's email address not existing
- Ex)Invalid email address, presence of characters other than alphanumeric and permissible symbols, etc.
- Failure to send due to the recipient's environment influences
- Ex) recipient's email settings, security software settings, etc.
Read more for possible solutions
- Ex) recipient's email settings, security software settings, etc.
- Failure to send due to insufficient recipient mailbox capacity
When sending to a phone number using SMS:
- Failure to send due to the recipient's phone number not existing
- Failure to send due to issues with the recipient's device environment
Points to note when sending to carrier email addresses:
The document completion notification email has a signed PDF file attachment by default, and cases of failure due to size constraints may occur when sending to carrier email addresses.
*If signature requests are mainly directed to carrier email addresses, turning off "Attach PDF to Completion Email" is possible via the organization settings page.
▼ How to change:
Navigate to the organization settings page by clicking on "Team" → "Settings" → "Email Settings"
*accessible to organization owners only
Depending on the circumstances, there may be cases where the reason for the delivery failure cannot be identified.
If you have any questions or uncertainties, please contact our support team at support@signtime.com.