A signer didn't receive the signing email

A signer says they didn't get the signing invitation. Here's how to troubleshoot.

Step 1 — Ask them to check spam

The most common cause by a wide margin. Signing emails from Katalyz come from no-reply@katalyz.co (or from your company's dedicated sending domain if set up — see Setting up a dedicated email subdomain).

Ask them to:

Check the Spam / Junk folder
Check Promotions (Gmail) and Other (Outlook) tabs
Search for the sender domain

If it's in spam, they should mark it as "not spam" so future emails land in the inbox.

Step 2 — Verify the email address

Open the envelope and check the recipient's email on their card. Typos happen.

A sent envelope is locked, so a wrong address can't be edited in place: void the envelope and create a new one with the corrected email. See Voiding an envelope.

Step 3 — Check the corporate email gateway

Some companies have aggressive email filtering that silently drops emails from unknown senders. Common culprits:

Proofpoint
Mimecast
Microsoft Defender for Office 365

Signs this is happening:

The email isn't in spam either
The signer's company has strict security policies
Other emails from new external senders have been delayed or blocked

Fix options:

Ask their IT team to allow-list @katalyz.co (or your dedicated sending domain)
Set up a dedicated email subdomain for your workspace — improves deliverability significantly. See Setting up a dedicated email subdomain

Step 4 — Let the reminders do their job

If Automatic Reminders are enabled on the envelope (Setup tab), the signer gets a fresh email after the number of days you set, then again on the repeat interval.

Step 5 — Sign from the room

If the signer is a participant of the room, they don't need the email at all: the signature widget shows a Sign button for them. Share the room link through Slack, Teams or any channel they read, and have them open the widget.

If they aren't in the room yet, the signer's card in the envelope has an Also invite to this room switch — but it only applies when the envelope is sent, so for an envelope already out you'll need to void it and resend.

Step 6 — Try a different authentication method

If email keeps failing, void the envelope and recreate it with an authentication method that doesn't rely on their inbox:

SMS code — a one-time code sent to their phone
Access code — a code you set and share with them directly

Dedicated subdomain makes this much less frequent

The single biggest improvement you can make to signing email deliverability is setting up a dedicated email subdomain. Emails then come from notifications.yourcompany.com instead of katalyz.co, which dramatically reduces spam filtering.

See Setting up a dedicated email subdomain.

Updated on: 01/10/2026

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