Delivery and documents

Customer did not receive the request

Start with the delivery record on the work approval. It tells you whether JustSignOff accepted the message, the provider delivered it, or delivery failed.

1. Open the work approval

   Select the customer from the dashboard and scroll to Delivery.

2. Confirm the destination

   Check the full email address or mobile number for spelling or digit errors.

3. Read the current status

   Delivered means the provider accepted delivery. Sent to carrier can take a short time to update. Failed or bounced requires a corrected destination or another channel.

4. Ask the customer to check filtering

   For email, ask them to check Spam, Junk, or Promotions and search for support@justsignoff.com.

5. Use the other channel

   If text is unavailable, resend by email. If email is filtered and the customer consented to SMS, use text.

6. Escalate a persistent failure

   Email support with your business name, document number, channel, destination, and the status shown. Do not include passwords or payment details.