Sign Builder Automated reminder emails

Hello,

I have set up the automated reminder emails in the SEND, OPTIONS tab of Sign Builder but they are not being sent to my recipients. I am on the paid Silver subscription. Can you please advise if there is anything I am missing. I attach the screen print.

Thanks,

Wendy

Hi Wendy,

Thanks for reaching out to Jotform Support. I tested the feature and everything worked the way it was supposed to. Take a look at the screenshot below to see my results: 

Can you please share the email address you added and the link to the Sign document in question?

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Thanks Sheena,

It is sending the original email invitation to sign the document but it is not sending the reminders every day thereafter if the person has not signed the document.

I have been going into each individual and sending reminders manually as per the screenshot below.

An example email is hcook@cmssurveyors.com.au

Thanks,

Wendy

Hi Wendy,

I am unable to check whether the Send Automatic Reminder Emails option has been enabled; however, can I also ask the reminder’s interval that was set up? Was it set up to be sent every day?

Once we hear back from you, we'll be able to move forward with a solution.

Thank you Mary,

Yes it was set up to send reminder email every day.

Hello Wendy,

Thanks for getting back to us. I looked into the email logs and I can see that the reminder emails are being sent:

Can you please ask them to check their spam folder? You may also ask them to add our Jotform sender email noreply@jotform.com to their contact list.

Let us know if there’s anything else we can help you with.

Thank you for you reply.

Perhaps the email reminders that you can see are the ones that I am sending manually. I also have my own email on that list and I am definitely not getting the automated reminders on a daily basis.

My email is whouse@cmssurveyors.com.au

Thanks

Hi Wendy,

Thanks for getting back to us. I understand how frustrating this is for you and I’ll do my best to help you. Can you share the form URL to us so that we can see if we can replicate ths issue?

Once we have a better idea of what’s going on, we’ll be able to come up with a solution.

Thank you,

Here are some examples:

https://www.jotform.com/inbox/241141123446040/signWaitingOthers/5909420974115321978

https://www.jotform.com/inbox/241370059086052/signWaitingOthers/5917303774117529891

Hello Wendy,

Thanks for getting back to us and we’re sorry that the reminder email isn't being sent to your signers. Can you advise if this issue happens to all of the signers waiting for others tab?

Also, when you manually send the reminder email, can you confirm if they received it? Currently, I am unable to replicate this because reminder emails aren't sent in real time. But, may we request to use our own email address as one of the signers, and we will monitor whether or not we got the email reminder?

As soon as we hear back from you, we'll be able to help you with this.

Thank you,

Yes this is happening for all of the Sign Documents that I have created and for all of the recipients. Yes, all of the recipients in the Waiting for others tab.

When I manually send the reminder email, they do recieve it.

Happy for you to add your emails to test.

Thanks

Hi Wendy,

Thanks for getting back to us. I have added my email as a signer in your document. I will get back to you tomorrow and escalate the issue if I did not receive the email. We appreciate your patience and understanding while we're looking into this.

Let us know if you need any other help.

Hi whouse,

Thanks for reaching out to Jotform Support. We’re sorry you're having difficulties with this. ​​I tested your sign document and had the same issue, so I created a ticket and escalated this to our Developer team.

Although we don't know exactly when the issue will be fixed, we’ll circle back to this thread when we have an update.

Thanks for your patience and understanding, we appreciate it.

Double-check that the email addresses of your recipients are correctly entered and that the reminder settings are properly configured. If everything appears to be set up correctly, consider reaching out to Sign Builder's customer support for further assistance in troubleshooting the problem.

If everything seems correct and the emails are still not being sent, consider reaching out to Sign Builder's support team for assistance. They can provide more specific guidance and if there are any backend issues.