Troubleshooting recipient access to a link
3 min read
Updated Apr 8, 2026
Recipient access issues usually come down to one of four causes: the wrong email, the wrong step in a sequential route, an expired link, or a delivery path that needs to be retried.
Before you begin
The recipient's exact email address
The document's routing mode
The current package status
Confirm the recipient is eligible right now
In sequential routes, later recipients may not be able to act until earlier participants finish.
Check the workflow state before assuming the link itself is broken.
Review expiration and delivery
If the link has expired, you may need to update the package or resend once the workflow state allows it.
If the recipient never received the email, resend is usually more useful than creating a new package.
Check the underlying recipient record
If the email is wrong or the participant role is wrong, fix the document process instead of repeatedly following up.
In some cases that may mean voiding and replacing the package.
Pro Tips
Ask the recipient what exact message or behavior they saw before changing the workflow.
Check routing mode first; it explains many apparent access problems.
Keep expiration windows practical so recipients are not surprised by a dead link.
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