Submit a ticket

Undelivered/bounced Email delivery

Undelivered/bounced Email delivery

When you see a warning triangle next to your document in the archive, it indicates that your recipient hasn't received the invitation containing the document link. If the email containing your document link bounces back, it's likely due to the email address not existing.

How to send the document invitation to the correct email address

  1. Go to Documents > Open the document.
  2. Edit the participants profile and update the email address.
  3. Confirm the changes.

You will notice that the red warning disappears, and the system will automatically send an invitation to the user with the initial message you wrote.

What to do when a sent document has failed and not delivered

Before contacting Oneflow support, we recommend you check the following:

  • Web page URL and spelling
    The most common causes are either the wrong ending for the web page ("se/no/dk/", etc. instead of "com" or vice versa) or the name is spelled wrong.
  • Check the counterparty's e-mail
    Use the counterparty's e-mail from the document and send them a regular e-mail from your inbox. If you get an error message in your inbox saying the e-mail is wrong, please contact your counterparty to double-check their address.
  • I've modified the counterparty's e-mail, but now I can't click "Send". Will my counterparty get the e-mail?
    Yes! The system will send the document link automatically when you change the e-mail address to the valid one. However, you can also message participants by clicking on the three dots in the top right corner and send new message. You can read more about how to send a reminder here.
  • The recipient's e-mail address is correct, but the document is not delivered. What can I do?
    Please, request your recipient to check their spam inbox. If they can't find the document there, ask them to contact their IT manager and see if they can check for any undelivered e-mails from Oneflow. We're happy to help if they need any additional details. Your recipient's mail provider may have settings that block e-mails from Oneflow, including inboxes, firewalls, or security settings. Although we do everything we can to ensure your emails are delivered, we can't influence the recipient's settings. Also, consider rewriting your messages into something less likely to be recognized as spam. 
If you have done everything above and still need help, you are welcome to contact Oneflow support. 

Can I check the status of my e-mail?

Yes! If you're curious to know if and why the system blocked an e-mail, please contact the Oneflow support ( and provide details about the document ID and e-mail that failed to reach its recipient. 

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.