If someone says they never received your signature request, the issue is almost always email filtering on the recipient's side - but there are a few things to rule out first.
Step 1: Confirm the request was sent
- Log in to Sign.Plus and go to Documents → Pending.
- Locate your request and double-check the recipient's email address for typos.
- Check the status by reviewing the Audit Trail. It should show Request Sent with a timestamp. If it shows Failed, the request was never delivered.
Step 2: Check for email filtering on the recipient's side
Sign.Plus sends signature requests from notification@sign.plus. Corporate email systems - particularly Outlook 365, Gmail Workspace, and Mimecast - can quietly quarantine messages from unfamiliar senders, especially those containing action links.
Ask the recipient to check:
- Their Spam or Junk folder
- The Promotions or Other tab (Gmail / Outlook)
- Their corporate email quarantine portal, if their organization uses one
- That the email address you used is spelled correctly
In the meantime, you can:
- Resend the request from your dashboard by opening the request and clicking Resend Reminders
- Ask the recipient to whitelist
notification@sign.plusandsign.plusin their email settings
If multiple recipients are affected
If the issue is happening with several recipients rather than just one, the problem may be on your account side. Check the following:
- Your Sign.Plus account is active and in good standing
- Your custom branding settings are correctly configured - a broken sender domain can cause delivery failures
- You're not using a free email forwarder or alias, as these can strip delivery information
If you've gone through all of the above and recipients are still not receiving requests, contact us at support@alohi.com with:
- The recipient's email address
- The document name and the time you sent the request
- A screenshot of the Pending status for that document
We'll check our delivery logs and follow up with what our system shows.
How to reduce delivery issues going forward
-
Give recipients a heads-up - a quick message before the signing request, letting them know to expect an email from
notification@sign.plus, goes a long way. - Use the recipient's primary work email - personal email addresses are more likely to filter messages from unfamiliar senders.
- Use Resend Reminders - if a request goes unsigned for more than 24 hours, send a reminder directly from your dashboard.
A note on replies to Sign.Plus emails
If a recipient replies to a signature request email, their reply goes to notification@sign.plus and will not be forwarded to you by default.