A hard bounce means the email to a recipient couldn’t be delivered, most likely because their email address is incorrect. The document has still been sent to everyone else, and only the bounced recipient didn’t receive it. Other recipients can keep viewing, approving and signing as normal, unless the signing order prevents them doing so.
You can spot a bounced recipient by the bounce chip on the document in your document list, and the recipient’s name is shown in red. If the document has a signing order, recipients after the bounced one wait until the address is fixed.
What You Can Do
When this happens, there are steps you can take to resolve the issue:
Change the Recipient's Email:
Open the document, edit the recipient’s email to the correct one, and send it to them again. Only that recipient receives the document, and the signing flow continues from them. (Recommended)
Add a New Recipient:
Add a new recipient with the correct email address.
Afterward, recall the signature rights of the incorrect email. (Note: The recipient with the incorrect email will still appear on the recipient list as “Only view.”)
Send the Document Link Manually:
Share the document link with the correct email address outside of the platform.
Good to Know
Make sure your email client is not filtering emails into a prioritized or focused inbox. If this is enabled, adjust your settings to show all emails.
Also, check your spam/junk folder, as emails may end up there.