Why your SendSite wasn’t received and how to fix it

If your SendSite invitation email wasn’t received, it’s usually due to how email systems handle automated sends or the recipient’s security settings.

Before troubleshooting delivery, confirm that the SendSite was successfully sent from your account.

Confirm the SendSite was sent

After sending, your SendSite will appear on your dashboard.

• If it appears in the list, it has been sent
• If your client has opened it, you’ll see a Visited check
• You can expand the item to view activity, including when it was viewed

If the SendSite appears on your dashboard, the issue is almost always related to email delivery outside of SendSites.

You sent the SendSite to yourself

When you send a SendSite through the platform, it’s delivered using a standard “on behalf of” email method used by most applications.

Some email providers flag these messages when the sender and recipient are the same, which can prevent delivery.

Fix: Avoid testing by sending a SendSite to your own email address. Instead, confirm it appears on your dashboard or test delivery using a different email address.

Your client didn’t receive the SendSite email

Strict security environments

Some organizations, particularly in industries like financial service, healthcare, and government & military, can use strict email security policies that block automated emails unless the sender is explicitly approved.

Fix: Ask your client to add SendSites to the whitelist. Another option is to have them whitelist your email address and send the link through your work email.

Best practice: send the link directly

SendSites are link-based, so email is just one way to deliver them.

You can access the SendSite link directly:

• On the send screen, click “Just show me the link…”
• From the dashboard, open the SendSite and copy the URL from your browser

You can then share the link through any channel your client prefers.

If you’ve worked through these steps and are still having issues, contact support with details about the send.