If the recipient is not receiving the email about the document from Signify, there may be several possible reasons. Follow the steps below and check each case.
1. Check the email address
First, make sure the recipient’s email address is entered correctly.
Check for:
- missing or extra characters
- an incorrect email domain, for example,
gmail.com - accidental spaces at the beginning or end of the address
If the email address is incorrect, update it and resend the document.
2. Ask the recipient to check their Spam or Junk folder
Sometimes the email is sent successfully, but the recipient’s email provider automatically places it in the Spam, Junk, or Promotions folder.
Ask the recipient to:
- check their Spam and Junk folders
- search for an email from Signify
- if the email is in Spam, mark it as Not spam
This can help the email provider recognize future Signify emails and deliver them to the correct folder.
3. Check whether the email address is blocked
When sending a document, you may see a message indicating that the recipient’s email address is blocked or is on a blocked list.
This means that sending emails to this address has been temporarily or permanently restricted.
An email address may be added to the blocked list in two main cases.
1. The email could not be delivered
This may happen if:
- the email address does not exist or was entered incorrectly
- the recipient’s email server could not accept the message
- the recipient’s mailbox or email server is temporarily unavailable
In this case, the email address may be temporarily added to the blocked list.
The temporary restriction is removed automatically after 3 days. During this period, the system will not attempt to send new emails to the same address, helping prevent repeated failed delivery attempts.
2. The recipient marked the email as spam
If the recipient marks a Signify email as spam, their email address may be permanently added to the blocked list.
This type of restriction is not removed automatically.
If the email was marked as spam by mistake, contact the Signify Support team. We will check the reason and, if needed, help remove the email address from the blocked list.
When should I contact Support?
Contact us if:
- the email address is correct, but you still see a blocked email notification
- 3 days have passed since the temporary restriction and the issue still continues
- the recipient marked the email as spam by mistake
- there is no blocked email notification, but the email still has not arrived after completing the steps above
- you are not sure why the email address is blocked