Why Didn't My Client Receive a Sertifi Email?

If a client, guest, or signer is not receiving emails sent through Sertifi, there are a few common reasons this can happen. Sertifi sends emails through our own delivery servers, and our support team can investigate exactly what happened on our end.

Common reasons an email may not arrive

• The email was delivered but landed in a spam or junk folder
• The email was blocked by the recipient's IT or email security settings
• The email address was entered incorrectly
• A previous email bounced, causing future emails to be suppressed

What to do

1. Ask your client to check their spam or junk folder first.
2. If it's not there, contact Sertifi Support and open a ticket. Our team will check our delivery logs and identify exactly where the email stopped.
3. If the issue is on your client's side, we will provide the specific details their IT team needs to whitelist Sertifi emails and resolve the issue going forward.

Note: Sertifi Support cannot access your client's email server. If the issue is on their end, their IT team will need to make the necessary changes using the information we provide.