Why documents don't get delivered

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Eugenia Brown
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If you are having issues getting email notifications to your signers or they are being blocked, check out the tips below.

Is the email address correct?

You can double-check this by opening the document and clicking on “Recipients.” If changes are needed, you will need to duplicate the document and change the recipient. If you need remove access to the document sent to the incorrect email address, you need to delete the document.

Using Signing order?

By default, signing order is disabled. However if you have enabled Signing order, the emails will not be sent out to that recipient until the previous recipient has opened (if cc’d) or the Signer has clicked on “Finalize” to complete the document. 

Check out this help article on CC'd recipients in the Signing order.

Have I tried resending the notification to view or sign the document?

It’s possible that the recipients have accidentally deleted or lost the original notification in their inbox. You have two options:

  1. For signers, you can send a reminder OR
  2. For signers and cc’d, you can also leave a “Public Comment” and it will trigger an email notification to all recipients.

Is this the first time I’ve sent a document  to this particular email address?

One of the most common causes of this issue is that the email has filter to spam or has been blocked. Everyone’s email server settings, spam control, firewall, and anti-virus settings are set up differently. Please ask them to check their spam folder. 

Unfortunately, there is nothing you can do as a PandaDoc user to resolve this beyond trying an alternate email address. However, the recipient can whitelist or mark the following emails as a safe sender:

You can use these links as a reference for further assistance:

If that is not the case, have your recipient contact their IT Administrator and to whitelist or mark docs@email.pandadoc.com and docs@email.pandadoc.net as a safe sender. In addition to that action, they can also allow emails sent from these specific IP addresses:

  • 161.38.192.55
  • 143.55.224.80
  • 23.253.182.200
  • 146.20.113.82
  • 161.38.192.179

To prevent cases when we can’t deliver a document to a recipient because of an invalid email address, PandaDoc will automatically check to recipients email address to verify it is valid when adding to the ‘Add new recipient’ form.

Every email address will be validated based on:

Syntax checks: analyzes addresses, and determines if they are valid or not, based on a formal grammar.

Domain Name Service (DNS) lookups: just because an email address is syntactically valid, doesn’t mean that anyone will receive mail at that address. That’s why, in addition to syntax checks, we look up the domains DNS records to see if an MX server has been defined to accept mail.

Email Service Provider (ESP) specific local-part grammar: most ESPs actually have a fairly stringent rules for the local-part (before the @ symbol) you can actually create. For example, Yahoo Mail addresses can only contain letters, numbers, underscores, and one period. So while an address like, “John Smith”@yahoo.com is completely syntactically valid, it does not actually exist at Yahoo Mail and will bounce. So for the big ones like Yahoo, Google, Microsoft (including Hotmail), AOL, and Apple we will validate email addresses against their more stringent rules.

Need to further assistance from PandaDoc?
If you are still having any issues with emails after checking above, please login into your PandaDoc account and use the Green “Help” icon found on the bottom right. Send us a message with the following details:

  • Document Name
  • Document Creator Name and Email Address
  • Screenshot of Document “Recipients”
  • Screenshot of the Document “Activity”
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