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If someone did not receive an email, first check whether you sent a document request or a team invitation. Adding a person alone sends neither. Group automation can send requests when you add membership.

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Check whether a request exists

  1. Open the person’s Requests tab, or search Requests by their name or email.
  2. If there is no request, send one. Assignment alone does not send email.
  3. If a request exists, open Activity to review delivery and status.
  4. If it is still pending and no delivery problem is flagged, ask the person to check spam or junk. Use Nudge to send the same link again, or share the signing portal.
If the person needs management access instead, check their invitation under Settings → Team members. See invitation help.

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Review a delivery failure

Open the person’s Workspace to review the delivery issue and affected requests. From a document’s Workspace, use Review delivery beside the person’s name to reach the same place. You can also open Requests → Failures and click Review. Review the address, error details, and time of failure before choosing an action. A failure does not always mean the address is wrong.

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Retry the same address

Check the address, affected requests, and delivery details. On the person’s Workspace, click Retry delivery for…. In a Review dialog, choose Email is correct — try again. This queues another delivery attempt for eligible paused requests for that person. Delivery queued does not confirm delivery. For spam complaints, confirm that the person wants the request before retrying. A retry does not override an opt-out or a provider restriction.

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Correct an email address

  1. Open the person’s Workspace.
  2. In the delivery issue panel, click Update email.
  3. Correct the address and click Save email.
  4. Review the affected requests and destination address.
  5. Click Retry delivery for… to queue another attempt.
Saving updates open requests but does not send email or clear the delivery pause. Completed requests keep their original recipient details. You can also change the address through Edit profile, or use Update email address in a Review dialog. Retry delivery separately after saving.
Changing only the person’s name updates open requests without sending email. After changing an email address, use Nudge for eligible open requests that have no delivery failure.

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Why reminders are paused

ClearPolicy skips ordinary reminders for requests flagged for delivery follow-up. Review the issue and retry delivery separately. The person-level retry applies to their eligible paused requests, not just one document. Other open requests that delivered successfully can still receive reminders. Turn on Delivery failures in notification settings to receive alerts.

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Still not receiving email?

Contact support with the organization, affected request, and error shown. Do not include passwords or access tokens. For a missing signing portal code, see signing help.
Last modified on November 1, 2026