Sometimes the event log shows that the email was sent to the signer without any issue. But if the signer cannot find the email request to sign, follow these steps:
- Double check with the signer if you entered their email address correctly. If it is an incorrect email, see, How to change settings of a signer after send out.
- Ask the signer to check their spam folder.
If your signer still cannot find the email, click on your Penneo version and follow the instructions below.
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| Guide for Penneo V2 |
Guide for Penneo V2
The following solution is a work-around, if your signer still cannot find the email, please ask them to contact our customer support.
- When you are logged in to your Penneo account, locate the case file and open it.
- Click on the signer that you want to change.
- Go to the tab Master data.
- Change the email address to your own (so that you as a sender will receive the signing request) by typing in the respective field and press Save changes.
- While still in signer details, go to the tab Actions and click Resend request.
- Wait for the email to appear in your own inbox and once it does, forward the email to your signer.
Guide for Penneo V1
The following solution is a work-around, if your signer still cannot find the email, please ask them to contact our customer support.
- When you are logged in to your Penneo account, locate the case file and open it.
- click on the signer that you want to change.
- Go to the tab Master data.
- Change the email address to your own (so that you as a sender will receive the signing request) by typing in the respective field and press Save changes.
- Click on Resend request which is located next to Save changes.
- Wait for the email to appear in your own inbox and once it does, forward the email to your signer.
