The first thing to do when the user/ signer has not received the document is
to check whether the invitation for signature is sent or not. You can do so by simply opening the document and click on 'Add Signers'.

You can see the 'Pending Signature' and 'Invited'.

If the invitation for signature is already sent but the user/ signer has still not received the document, then you need to ask the signatory to check the Spam folder in their email.

If there is still no invitation in the spam folder then you need to check whether the email address of a signatory is correct.

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