# Fixing Delivery Failures

Source: https://docs.astalty.com.au/guide/esignatures/fixing-delivery-failures

> See why a signature request email didn't arrive, then either retry the same address or update it.

Astalty Premium - This feature is part of the Astalty Premium plan. See What Premium includes.

## When a signature request email doesn't arrive

When Astalty can't deliver a signature request email, a label appears next to the signer's email address in the **Signatures** table of the request.

To find it, open [Signature Requests](https://app.astalty.com.au/esignatures/signature-requests) and click into the request you're chasing up.

![A Signature Request's Signatures table with an amber Mailbox full (over quota) label highlighted beside one signer's email address, and a red Bounced label beside another signer's email.](https://docs.astalty.com.au/assets/esig-delivery-failure-chips.png)

The colour of the label tells you what to do next:

- **Amber** - the problem may fix itself, so you can send to the **same** address again using *Retry send*.
- **Red** - the address won't work, so you'll need to *Update Email* to a different one.

Click or hover over the label to see when the email failed and a plain-English explanation.

![A Signature Request's Signatures table with the tooltip for the Mailbox full (over quota) label highlighted, showing the date and time the email failed and a note that the recipient's mailbox is full and cannot accept new emails.](https://docs.astalty.com.au/assets/esig-delivery-failure-tooltip.png)

## What each failure reason means

| Label                               | What it means                                                                            | Can you retry the same address?                                           |
| ----------------------------------- | ---------------------------------------------------------------------------------------- | ------------------------------------------------------------------------- |
| **Mailbox full (over quota)**       | The recipient's mailbox is full and cannot accept new emails.                            | Yes - ask them to free up space first                                     |
| **Blocked by email provider**       | The recipient's email provider blocked the message due to content or reputation filters. | Yes                                                                       |
| **Message too old**                 | The email could not be delivered within the retry window.                                | Yes                                                                       |
| **Delivery failed**                 | The email could not be delivered, and no specific reason was given.                      | Yes - but check the address is correct                                    |
| **Bounced**                         | The recipient's mail server rejected the email. The address may not exist.               | No - use a different address                                              |
| **Suppressed (previously bounced)** | The address was suppressed because it previously bounced.                                | No - contact Astalty support to have it removed from the suppression list |
| **Suppressed (spam complaint)**     | The address was suppressed because the recipient previously marked emails as spam.       | No - use a different address                                              |
| **Suppressed (unsubscribed)**       | The address was suppressed because the recipient unsubscribed.                           | No - use a different address                                              |
| **Blocked (blacklisted)**           | The email was blocked because the sending server is on a blacklist.                      | No - contact Astalty support for assistance                               |

## Retry sending to the same address

If the failure is one that may resolve itself, you can send the request again without changing the email address.

1. Click the three dots to the right of the signer's row.
2. Click **Retry send**.

![A Signature Request's Signatures table with the three-dot menu open on a signer's row, showing Retry send highlighted above Update Email and Send a reminder.](https://docs.astalty.com.au/assets/esig-delivery-failure-retry-send-menu.png)

3. Check the reason for the last attempt in the confirmation window, then click **Retry send** to send it again.

![The Retry Signature Request dialog asking to send the signature request to the signer again, with the Last attempt: Mailbox full (over quota) box highlighted, showing its date and explanation, above the Cancel and Retry send buttons.](https://docs.astalty.com.au/assets/esig-retry-signature-request-dialog.png)

The signer is sent the same signature request email again, to the same address.

> **Fix the cause first**
>
> *Retry send* only re-sends the email - it doesn't fix what caused the failure. For a full mailbox, it's worth asking the signer to clear some space before you retry, otherwise the email is likely to fail again.

> **Wait 5 minutes between retries**
>
> You can only retry a signer once every 5 minutes. This gives the previous attempt time to be delivered before you send another. If you try again too soon, you'll see a message asking you to wait for the result.

**Retry send** is unavailable when:

- The failure reason can't be fixed by resending - use **Update Email** instead.
- The signer has already signed.
- The signature request is no longer awaiting signatures (for example, it's been completed or cancelled).

## Updating the email address instead

If the address itself is the problem, use **Update Email** in the same menu to send the request to a different address. You don't need a delivery failure to do this - **Update Email** is available for any signer who's still **Awaiting Signature**, so you can correct a typo as soon as you notice it.

> **Update Email needs a different address**
>
> **Update Email** only accepts an address that's different from the signer's current one. If you enter the same address, Astalty will point you back to *Retry send*.

You can learn more about updating a signer's email address in [Requesting Signatures](https://docs.astalty.com.au/guide/esignatures/requesting-signatures).

## When the failure label disappears

The label stays on the signer's row until an email to that signer is actually delivered.

- Clicking **Retry send** doesn't clear the label on its own - it clears once the retried email is confirmed as delivered. A later reminder that gets delivered clears it too.
- Using **Update Email** clears the label straight away, because the request is being sent somewhere new.

## How you'll know a request failed

As well as the label on the request, Astalty tells you about delivery failures in two other places:

- **An email to the requester** - whoever created the signature request is emailed to let them know it couldn't be delivered, including the reason.
- **The activity log** - the failure and its reason are recorded on the request, along with any retries and who sent them. Open the request, click **Actions**, then **View Activity Log**.

> **Additional Recipients aren't tracked**
>
> Delivery failures are only tracked for **signers**. People added under **Additional Recipients**, who receive a copy of the completed document but don't sign, don't show a delivery status and can't be retried.