Skip to main content
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

  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.

​
Review a delivery failure

Open Requests → Failures and click Review on the affected request. You can also follow View requests from a person’s delivery alert. 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 request has the correct address, choose Email is correct — try again in the review dialog. This retries with a reminder on the existing request. For spam complaints, confirm with the person that they want the request and can receive it before retrying.

​
Correct an email address

  1. In Review, choose Update email address to open the person’s Settings.
  2. Correct the email and save.
  3. Return to the failed request and choose Cancel and resend when the saved address differs from the request’s address.
ClearPolicy cancels the failed request and sends a new request using the person’s current details. The old request remains in history.
Requests keep the name and email from when they were sent. Editing a profile does not change existing requests or reminders. For an open request without a failure flag, cancel it and send a new request to use the corrected details.

​
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. Other open requests for the same person can still receive reminders if they delivered successfully. 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 September 26, 2026