Infinity3 Help Centre

Use these checks when an invitation doesn’t arrive, a recipient cannot sign or a document remains unfinished.

Before you start

Note the document title, affected recipient and any error message. Confirm which version they are trying to open.

If the invitation is missing

1. Open the document and confirm it was sent rather than only saved as a draft.
2. Check the recipient’s email address.
3. Ask them to check their spam or junk folder.
4. Check signing order: an earlier signer may need to finish first.
5. Review the sending email, including its document link and personalised values.

Where available, use the document’s resend option after checking the details.

If the recipient cannot sign

Check that they have an assigned signature field and are using their own invitation link. A copy recipient may have viewing access without a signing field.

Ask them to note the error and try the link in an up-to-date browser. If the document is expired, review its expiry settings before arranging a replacement.

If the document is still waiting

Check every required signer, including your own team. One person signing does not necessarily finish the whole agreement.

Things to know

• Changing a reusable template does not correct a document already sent.
• Avoid creating several replacement versions while investigating.
• Follow your business’s process for correcting an agreement after sending.

Contact Infinity3 with the document title, recipient, send time and a screenshot of the error. Do not share passwords or verification codes.