FAQ: My signer did not receive the invitation email. What should I do?

It is frustrating when you send an important document for signature and your recipient does not receive it. This is a common problem that often has simple solutions. At Cincel, we prioritize the reliable delivery of your invitations, but external factors can influence this.

This guide will help you diagnose and resolve why your signer might not have received the invitation email to sign a document in Cincel.

Quick solutions and verification steps

Follow these steps to identify the cause and ensure your signer receives the invitation:

1. Check the Spam or Junk Mail folder. The most frequent reason why an email does not reach the primary inbox is that it has been filtered as spam. 
   • Inform the signer to check their "Spam", "Junk Mail", or "Bulk" folder. Often, emails from new senders or containing links can be automatically flagged by the email provider's security filters. 
   • If the email is found there, ask the signer to mark it as "Not spam" or "Move to inbox". This helps future Cincel emails arrive directly in their primary inbox.
2. Verify the Signer's email address. A simple typo when setting up the document can be the cause. 
   • Access the document in Cincel where you invited the signer.
   • Carefully review the signer's email address to ensure there are no spelling errors, missing letters, or incorrect characters. 
   • If you find an error, unfortunately, it is not possible to modify a signer's address once the document has been sent. In this case, you must delete the current document and create a new one with the correct address.
3. Add Cincel to the Safe Senders List (Whitelist). To ensure delivery, your signer can configure their email to trust Cincel emails. 
   • Tell the signer to add the address notificaciones@cincel.digital to their contact list or safe senders list.
4. Confirm that the Document was sent correctly. Make sure that the sending process in Cincel was completed. 
   • In your Cincel account: access the document in question. 
   • Verify the status of the document: If it appears as "Pending" or "Sent", it means the system processed the request. If the status is "Draft", the document has not yet been sent, and you must complete the process. 
   • Make sure you have finished the document creation and sending process, including clicking the "Finish" button once you have added all signers.
5. Send a Reminder. 
   • Cincel allows you to easily send the invitation to pending signers directly from the platform. 
   • Access the document in Cincel. 
   Within the document: find and click the "Send reminder" button. Only the document creator can perform this action. For a detailed guide on how to do this, consult our [Quick Guide: How to Send a Signature Reminder].
6. Contact Cincel Technical Support. If after following all the previous steps the problem persists, our support team is ready to help you. 
   • You can create a support ticket through our platform or by using the contact form on our website. 
   • Provide as much detail as possible: the signer's email, the document name, the approximate date and time of the original sending, and the troubleshooting steps you already tried (e.g. "already checked spam", "already checked the email", etc.).

Additional Considerations

• Corporate cybersecurity policies: If the signer uses a corporate email address, the company may have very strict firewalls or spam filters. In these cases, the signer might need to contact their company's IT department to request that the Cincel domain (@cincel.digital) be added to a "whitelist" of allowed domains.

• Inbox capacity: Although less common, a full inbox can prevent the receipt of new emails. Ask the signer to check the available space in their mailbox.