My signer says they never got the email

In order:

1. Check the address on the envelope. A typo in the recipient email is the most common cause by far. Open the envelope and read it back character by character.
2. Have them check spam and quarantine. Signature requests from an unfamiliar domain are a classic false positive, especially on corporate filters.
3. Confirm they're checking the right inbox — shared aliases and forwarding rules frequently swallow these.
4. Send a reminder, which re-delivers the signing link. Note the limits in article 4.
5. Send the link directly. You can copy the signing link from the envelope and pass it to your recipient over any channel you trust.

If several recipients across several envelopes report non-delivery, that is not a recipient-side problem — contact us with the envelope IDs and the recipient domains, and we will check delivery from our side.