> ## Documentation Index
> Fetch the complete documentation index at: https://docs.clearpolicy.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Fix missing or failed request emails

> Check whether a request was sent, review delivery failures, retry an address, or cancel and resend after correcting an email.

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](/guides/send-requests). 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](/guides/signer-portal).

If the person needs management access instead, check their invitation under **Settings → Team members**. See [invitation help](/guides/add-team-members#manage-pending-invitations).

## 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.

| Status              | Meaning                                                                             |
| ------------------- | ----------------------------------------------------------------------------------- |
| **Bounced**         | The email could not be delivered. The address or receiving server may be the cause. |
| **Delivery failed** | The email could not be sent or was rejected.                                        |
| **Complained**      | The person or their provider marked the email as spam.                              |

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.

<Note>
  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.
</Note>

## 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](/guides/notification-settings) to receive alerts.

## Still not receiving email?

[Contact support](/guides/get-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](/guides/signing-help).