Resolve a signature email delivery issue

Reading time: ⏱️ 2 min

Your client tells you they haven't received the signature request email. Before going further, a few quick checks are needed.

Initial checks

Confirm the following before proceeding:

1. The client's email address is correct
2. The client has checked their junk/spam folder
3. The email status in Tchat N Sign shows "Sent" : Learn how to check

⚠️ If the status shows "Sent", the email was delivered. The issue is on the client's side.

Cause

The client's email server is blocking or filtering emails from our sending domains (@tchatsign.com or @elasticemail.com).

Solution

The client needs to add our domains to their trusted senders list.

From Outlook on desktop

1. Open an email from @tchatsign.com or @elasticemail.com
2. Click Home > ··· > Junk > Never Block Sender's Domain
3. A window confirms the domain was added to the trusted senders list

➢ Alternative method: Home > Junk > Junk E-Mail Options > Safe Senders tab > Add > enter the domain (e.g., elasticemail.com)

From Outlook on mobile

1. Open the email
2. Tap the three dots at the bottom right
3. Select "Not Junk"
4. Confirm to mark this sender as legitimate
   
   

⚠️ Do not resend the email multiple times to the same recipient. This can trigger anti-spam filters on Hotmail/Outlook.

✅ This same procedure can be shared directly with your clients so they receive your communications sent through Tchat N Sign.