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.
Check whether a request exists
- Open the person’s Requests tab, or search Requests by their name or email.
- If there is no request, send one. Assignment alone does not send email.
- If a request exists, open Activity to review delivery and status.
- 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.
Review a delivery failure
Open Requests → Failures and click Review. You can also click Review on the person in By person, or on the person’s Settings or Requests tab.
Review the address, error details, and time of failure before choosing an action. A failure does not always mean the address is wrong.
Retry the same address
If the address is correct, choose Email is correct — try again in the review dialog. This sends a reminder on each paused request for that person.
For spam complaints, confirm with the person that they want the request and can receive it before retrying.
Correct an email address
- In Review, choose Update email address to open the person’s Settings.
- Correct the email and save.
Open requests for that person get the new address, and ClearPolicy sends them again. The delivery pause clears. Completed requests keep the name and email they were sent with.
You can also change the email from the person’s Settings without opening Review first. The same update and send happens when you save.
Changing only the person’s name updates the name on open requests. It does not send another email or clear a delivery pause.
Why reminders are paused
ClearPolicy skips manual, bulk, automatic, and integration reminders for a request flagged for delivery follow-up. Use Review to resolve it. Email is correct — try again retries every paused request for that person. Other open requests that delivered successfully can still receive reminders.
Turn on Delivery failures in notification settings to receive alerts.
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 October 5, 2026
