When you send a document for signature with Penneo, we deliver an e-mail to the signer containing the signing link. In the event log, you can see that an email has been sent to the signer (and you can also see if the signer has read it and clicked on the link).

However, it may sometimes happen that we are not able to confirm that the signer’s e-mail server has received the e-mail.

If so, Penneo will send an e-mail to you (the sender) to inform you that we cannot confirm the delivery of the e-mail and that you should personally contact the recipient to get a confirmation.

Possible reasons for the e-mail not being delivered:

• The receiver has an auto-reply enabled, and we are not able to confirm that the e-mail has arrived.
• The e-mail has been detected as spam by the receiver.
• The e-mail address is not found.
• The receiver’s provider has DNS problems and cannot receive the e-mail.
• If your company uses integration with Penneo, the issue might be that the email does not have a subject or any text content. Every email sent through Penneo needs a subject and text content. 

We recommend that you contact the receiver to check if the email has arrived.

To solve the issue, please follow this guide My signer has not received an email with the signing request - what can I do?

To resend a signing request, you can follow this guide: How to revert a rejection and resend the signing request.

If you are still experiencing problems, please do not hesitate to contact our Customer Support team.