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Signature Request Email/SMS Signing Link Not Received

If a signer hasn’t received the Email or SMS signing link, follow these steps to troubleshoot:

  1. Locate the Document
    1. Search for the document using the signer’s full name, email, phone number, Signature ID, or Document ID.
  2. Access Campaigns
    1. Click the View Campaigns button, then click on the signer’s name to display their information.
  3. Verify Contact Details
    1. Check the Send Via field to confirm if the email or SMS number is correct.
  4. Resend the Request
    1. If the email/SMS number is valid, advise the client to use the Resend feature on the web portal.
  5. Update Contact Details if Necessary
    1. If the email/SMS number is incorrect, advise the client to cancel the document and resend it with the correct contact information.

These steps should help ensure the signer receives the signing link successfully.