📖 Table of contents
While over 99% of emails sent via Yousign are successfully delivered, there may be rare occasions when a recipient doesn't receive the email notification for a signature request. Here’s how you can troubleshoot the issue.
Check the signature request details
Log into your Yousign account, locate the relevant signature request, and open the details page.
You will see a list of all the recipients along with the status of their invitation email (next to their email address).
There are several possible use cases:
No information
Sending
Delivered
Failed to deliver
You will find below the details of each status and how to resolve the issue in each case.
No information is displayed
If no delivery information is displayed, this could be due to the following reasons:
The recipient hasn’t been authorized yet to access the signature request
If there are approvers, all approvers must approve the request before it is sent to signers.
If recipients are ordered (a number appears next to the recipient’s name), the previous recipient must approve or sign before the next recipient is notified.
The recipient will receive the email automatically once it’s their turn.
The signature request was sent using the API with Delivery Mode set to "none"
This means the integrator of the Yousign API is responsible for notifying recipients.
In this case, no invitation email is sent from Yousign.
The recipient has disabled email notifications in their Yousign account
They can log into their account to sign via their Inbox, or you can share the signature link with them manually.
Since their notifications are disabled, the recipient won’t receive an email from Yousign.
Note: Delivery information is no longer available once all the recipients of the request have completed their actions (e.g., approved, signed, declined) or if the request is expired, canceled, or deleted.
The notification appears as Sending
A “sending” status means the email is currently being sent to the recipient. Please wait a few moments for the delivery status to update.
The notification appears as Delivered
A “delivered” status means the email was sent and accepted by the recipient server, but it doesn’t guarantee it reached the recipient’s inbox. It might have landed in their Spam or other folders.
What to do:
Ask the recipient to check their Spam, Promotions, or other folders if they have sorting rules in place.
Ask the recipient to contact their IT department to check if any filtering mechanisms are in place as part of their company’s email policy. You can also suggest adding notifications@yousign.app and notifications@sandbox.yousign.app to the safe senders list.
The notification appears as Failed to deliver
If the email fails to deliver, there are a few possible reasons. Here’s how to identify and fix the issue:
There is a temporary sending failure (soft bounce)
This happens when the recipient’s email address is valid, but the email can’t be delivered.
Common reasons include:
The recipient’s mail server is temporarily unavailable.
The recipient’s inbox is full.
What to do:
Contact the recipient to confirm the issue (e.g., a full inbox)
You can try sending them a reminder to send a new notification email.
Alternatively, you can share the signature link with them manually.
This option is not available if the signer authentication is without a security code. In that case, you can first update their authentication mode.
This option is not available if the signature level is QES.
If you have an alternative email address for the recipient, edit their information to update their email address. A new invitation will be sent to the updated address.
There is a permanent sending failure (hard bounce)
This means that the email was rejected for one of the following reasons:
The recipient's email address is invalid or doesn’t exist.
The recipient's mail server blocked the email.
What to do:
Double-check the recipient’s email address for typos.
If needed, edit the recipient’s email information.
Once the email is corrected, a new invitation will automatically be sent to the updated email address.
If you are sure the email address is correct and there are no typos, contact our support team for assistance in resolving the issue.
The email has been blocked or rejected by our email provider
In rare cases, our email provider may block the email if it detects no chance of delivery.
What to do:
Contact our support team to resolve the issue with our provider.
In the meantime, share the signature link directly with your recipient.
This option is not available if the signer authentication is without a security code. In that case, you can first update their authentication mode.
This option is not available if the signature level is QES.
If you have an alternative email address for the recipient, edit their information to update their email address. A new invitation will be sent to the updated address.