Potential Reasons
It can sometimes happen that a signer cannot find the email with the signing request in their inbox — even though the event log in your Penneo platform shows that the email was successfully sent to the signer.
In such cases, below are the potential reasons for the missing email:
- Junk/Spam Folder: This is the most common reason. The signer's email client (such as Outlook or Gmail) or their company's firewall may have mistakenly flagged the automated signing request as spam or junk.
- Company Firewall/Security: If the signer is using a work email address, their organisation's security system may have quarantined the email before it ever reached their inbox or spam folder.
- Outdated/Incorrect Email Address: Although we verified the address before sending, please double-check with the recipient that the email address we used is one they are actively monitoring.
Undeliverable Status
If, after checking all of the above and everything appears correct, you as the sender receive an email stating that the "signing request could not be delivered to the recipient" or you see a message such as "undeliverable" under the signer's details, this could mean that the recipient's email address has been added to Penneo's suppression list. In this case, please contact the Penneo Customer Experience (Support) team with the case file ID and the signer's email address.
Workaround
If your recipient is still not receiving emails sent directly via Penneo, here is a workaround:
- Log into your Penneo account, locate the relevant case file, and open it.
- Click on the signer who didn't receive the email with the signing link.
- Go to the Master data tab.
- Change the email address to your own (so that you will be the one receiving the email with the signing link) by typing your email address into the corresponding field. Then press Save changes.
- While still in Signer details, go to the Actions tab and click Resend request.
- Wait for the email to arrive in your own inbox, and once you receive it, forward it to your signer.
If the problem persists even after trying the workaround above, and your signer still cannot find the email with the signing link, please ask them to contact Penneo Customer Experience (Support).