When a link does not work

What to check, and what to tell the person who is stuck.

When to use this. A customer says they cannot open, sign, or submit what you sent them.

What you’ll need. Access to the form or document in question.

“I never got the email”
Ask them to check spam first. Then confirm the address on the recipient record — a typo is the most common cause. Resend from the document, and if it keeps failing, send from your own mailbox or SMTP so the message comes from a domain their filter trusts.
“The link says it expired”
Documents can be given an expiry in days, with a warning before it lapses. An expired or voided document can be reactivated and sent for signing again rather than rebuilt from scratch.
“It asks for a code I do not have”
Access codes are deliberately not in the invitation email. Send the code by a different channel. If it is lost, open the document and read or change the code yourself.
“It wants me to sign in”
That means the document requires recipient authentication. Either the recipient creates a Formbot login with the invited address, or you turn the requirement off and resend.
“The form will not let me submit”
Usually a required field is hidden behind a conditional rule, or a unique-field check is rejecting an address that already submitted. Walk the same path yourself in a private window.
Escalate with the right detail
If you contact support, include the document or form, the recipient's address, roughly when they tried and in which timezone, and what they saw. Never include access codes or passwords.

How to know it worked

You have identified which rule is blocking the person and either cleared it or told them exactly what to do.