Signer Didn't Receive the Invitation
This is one of the most common issues, and it's almost always solvable without cancelling and resending the contract.
Step 1: Confirm the Email Address
First, verify the email address is correct.
- Go to your dashboard and open the contract
- Click on the signer's name, you'll see the email address on file
- Compare it carefully to the signer's actual email, a typo (
gmial.cominstead ofgmail.com) is the most common cause
If the address is wrong: Unfortunately, you cannot edit a signer's email after the contract is sent. You'll need to cancel the contract and create a new one with the correct address.
Step 2: Ask the Signer to Check Spam
Signing invitation emails can land in:
- Spam / Junk folder
- Promotions tab (in Gmail)
- Other folder (in Outlook/Hotmail)
The email comes from no-reply@dottsign.com or notifications@dottsign.com. Ask the signer to search their inbox for "DottSign" or "document to sign".
Step 3: Resend the Invitation
You can resend the invitation at any time without affecting the contract:
- Open the contract from your dashboard
- Find the signer who hasn't received the email
- Click the ⋯ menu next to their name
- Select Resend invitation
A fresh invitation email (and WhatsApp message, if enabled) will be sent immediately.
Step 4: Check Delivery Status
On the contract detail page, each signer shows a delivery status:
| Status | Meaning |
|---|---|
| Sent | Invitation dispatched by DottSign |
| Delivered | Confirmed delivery by the email provider |
| Opened | The signer has opened the email |
| Clicked | The signer clicked the signing link |
| Failed | Delivery failed, address may be invalid or inbox full |
If the status shows Failed, the address is likely incorrect or the recipient's inbox is rejecting external emails. Contact the signer through another channel to confirm their address.
Step 5: Try WhatsApp Delivery
If email isn't working, switch to WhatsApp:
- Open the contract
- Click the ⋯ menu next to the signer
- Select Send via WhatsApp
- Enter their phone number
This sends a fresh signing link directly to their WhatsApp, completely independent of email.
Step 6: Share the Link Directly
Every signer has a unique signing link visible on the contract detail page. You can:
- Click Copy signing link next to the signer's name
- Share the link directly via any channel (message, another email, etc.)
Security note: This link is unique and tied to that signer's identity. Do not share it publicly or with anyone other than the intended signer.
Corporate Email Filters
Some corporate email systems block external bulk-sending services. If your signer uses a company email, ask their IT department to allowlist:
@dottsign.com@notifications.dottsign.com
Still Not Resolved?
Contact our support team → with the contract ID (visible in the URL of the contract detail page) and the signer's email address, and we'll investigate delivery logs on our end.