Check the basics first
- Ask them to check spam and junk folders, and to search for docEvault rather than scrolling.
- Confirm the email address and phone number on their contact record are correct and current. An old work address is a common culprit.
- Confirm the request is actually still open. Reminders stop automatically once a request is complete.
Check what's actually outstanding
Reminders chase items waiting on your contact. An item sitting in Under Review is waiting on you, so it won't generate a reminder.
If every remaining item is under review, there's nothing to chase and the system is behaving correctly — the request is waiting on your team. See Document statuses.
If it's texts specifically
Three things have to be true before docEvault will text someone:
- Your organization is on a Professional plan or higher.
- Your firm has completed carrier verification.
- The contact has consented, and hasn't replied STOP.
A previous STOP reply is the most common cause of texts silently not arriving. Nothing inside docEvault can undo that — the contact has to text START themselves. docEvault can email them instructions explaining how.
Note that a STOP applies to the phone number. If that number appears on more than one contact record, all of them are affected.
See SMS reminders and consent for the full picture.
If email specifically is failing
If mail to one domain consistently doesn't arrive, it's usually their employer's mail filter rather than an individual spam folder. Ask them to have their IT team allow mail from docEvault, or switch to a personal address for this request.
Meanwhile
Send a one-off reminder manually from the request's detail page, or message the contact directly, rather than waiting for the next scheduled send.