Troubleshooting
Signature invitation not received? A sender and signer checklist
A missing email does not immediately tell you whether sending failed, filtering intervened or the request went to a different address. Work from the sender’s document status and the recipient’s own mailbox before creating duplicate requests.
DocAISign paid checkout is not currently enabled. Self-signing is free; check your available sends and the Pricing page before planning a request.
The sender: confirm the request actually exists
Open the document from your signed-in account. A draft has not become a request just because a recipient address was typed. Sending in DocAISign requires confirmed sender email and an available send. Read the actual status or error before trying again.
If the page reports that the request was sent, compare the displayed recipient email with the intended address. A successful submission is not proof that an email reached the inbox. Email acceptance, filtering and inbox placement are separate stages.
The recipient: search the mailbox you expect
Check the exact mailbox the sender used, including spam, junk and any filtered categories. Search for DocAISign and the expected sender or document name. If you use a work mailbox, your administrator may need to check quarantine or filtering logs.
Tell the sender what you found through a known contact channel. Do not disable spam protection or open an unexpected request solely because an email uses a familiar product name. Confirm an invitation you were not expecting.
If the email address is wrong
The sender should inspect the pending request and revoke its link before preparing a replacement for the correct person. Do not solve a misaddressed request by asking an unintended recipient to forward their private signing link.
Correct the address and review the document again. A new request does not automatically invalidate an earlier request. If the original already completed, preserve that record and determine the proper correction with the parties involved.
If the invitation arrives but its link is closed
Read whether the page says cancelled, declined or expired. A closed signing link cannot be revived by repeatedly opening the same email. Contact the sender through a trusted channel for the current request and use a new invitation if one is issued.
Do not paste a private signing URL into public forums or online diagnostic tools. The link provides access to the request. A screenshot used for support should exclude the address bar, document contents and recipient details.
Avoid duplicate requests while checking delivery
DocAISign does not currently offer a manual invitation-resend button. Do not repeatedly press Send or create extra copies as a first diagnostic. Check the existing request’s state, address and mailbox filtering first.
If a new request is necessary, close any still-pending earlier link and confirm usage availability before sending it. Automatic expiry reminders follow the service’s configured timing; waiting for a reminder is not a substitute for correcting an incorrect address.
Useful support details that do not expose the document
- Approximate sending time and time zone.
- The status and exact error text shown in your own account.
- Whether the recipient checked spam and workplace quarantine.
- Whether the link is missing entirely or opens a closed-status page.
- Browser and device details, without passwords, private links or file contents.