Email/SMS delivery issues
There are a couple of factors which may play a part when a party does not seem to receive an invitation or confirmation message during a signing process. Scroll down to learn about common delivery issues and how to solve them.
Delivery problem
If the invitation to sign a document could not be delivered, an error message will appear under 'Events,' as illustrated in the image, on the process page.
This issue commonly arises due to one of the following reasons:
Faulty email/mobile number: make sure that you have entered the correct email address/mobile number, that it is spelled correctly and that the recipient has not deactivated or changed it.
Recipient server issues: if the problem persists, it could be because the recipient's server is experiencing either enduring or temporary problems. This will need to be raised by the recipient to their IT department or email/mobile service.
Blocked sender: make sure the recipient has not blocked Scrive as a sender, that there is no filter/firewall blocking the message and that the domain scrive.com is safe-listed.
The quickest resolution, if none of the above steps proved helpful, is to click on the respective party on the process page and update their email or mobile number with an alternative one (see second image).
You can also choose to withdraw the document and restart the process using a different invitation method. However, note that this action restarts the process for all parties and causes the previous invitation to expire.
Document stuck in "Sent" status
When the 'Sent' status is shown, the invitation is on its way to the receiving server. Normal delays between the sending and receiving server may cause this event to take a few minutes.
If the process seems to be stuck at this stage, try sending a reminder to the party in question or try any of the following:
Reload your page: a quick way of making sure it is not just your page which got stuck.
Check your internet connection: ensure that you have a stable and active internet connection. A poor or intermittent connection can cause this issue.
Clear your browser cache: if you are using Scrive through a web browser, clear your browser's cache and try sending the document again.
Use a different browser or device: sometimes, browser or device-specific issues can affect document sending. Try using a different browser or device to send the invitation. Make sure you are using a supported browser.
Check the Scrive status page: visit the Scrive status page to see if there are any ongoing service issues or delays.
Status 'Delivered" but document is not received by recipient
Your intended recipient may claim to not have received the document for signing although the status is set as 'Delivered' on the process page.
If the status is set as 'Delivered', this means that the recipients server has responded with a confirmation of the delivery to Scrive. Meaning, the document has been delivered, but something is causing the recipient to not see it in their inbox.
Check spam folder: ask the recipient to check their spam or junk folder. Sometimes, emails from automated systems like Scrive can end up there. This is the most common solution to the issue.
Check recipient information: make sure that you have entered the correct email address/mobile number. The added information could still be wrong even if the document is 'Delivered' as you may have accidentally sent it to someone else.
Blocked sender: make sure the recipient has not blocked Scrive as a sender, that there is no filter/firewall blocking the message and that the domain scrive.com is safe-listed.
Resend the document: if the recipient still hasn't received the document, use the "Send reminder" feature on the process page to send it again.
Still in need of assistance? Contact our Technical Support team.