Help & troubleshooting
Quick answers for you and your team. Most delivery issues are fixed in a couple of minutes.
An employee isn't receiving their document
Almost always, this is the employee's email provider filtering a message from a new sender — not a problem with TenFour. TenFour emails come from info@tenfoursign.com with a subject like “… needs your signature.”Here's how to fix it fast.
Try these first
- 1Have the employee check their Spam / Junk folder — and, on Gmail, the Promotions tab. Ask them to open it and mark it “Not spam.”
- 2In your dashboard, click Resend reminder next to that employee to send a fresh code.
- 3Skip email entirely.Every employee's access code appears in your dashboard when you add them. Copy it and share it any way you like — text, chat, or in person. They enter it at tenfoursign.com.
Make TenFour always arrive (recommended)
Add tenfoursign.comto your email provider's allowed / safe senders. It's a one-time setup — after that, every TenFour message lands straight in the inbox for your whole team.
Gmail / Google Workspace+
Personal Gmail: open the message in the Spam folder and click Report not spam. Then add info@tenfoursign.com to your Google Contacts so future messages skip filtering.
Google Workspace (admin): go to admin.google.com → Apps → Google Workspace → Gmail → Spam, Phishing and Malware. Add tenfoursign.com to an approved senders list (or your inbound allowlist). This delivers TenFour mail to everyone in your organization.
Outlook / Microsoft 365+
Personal Outlook.com: in the Junk folder, right-click the message → Mark as not junk. Then add info@tenfoursign.com to your Safe senders (Settings → Junk email → Safe senders and domains).
Microsoft 365 (admin) — two steps:
- Release any held message: security.microsoft.com → Review → Quarantine → select the message → Release (check “submit as false positive”).
- Allow the domain permanently: Email & collaboration → Policies & rules → Threat policies → Anti-spam → Anti-spam inbound policy (Default) → Edit allowed and blocked senders and domains → Allowed → Domains → add tenfoursign.com.
Why does this happen?+
tenfoursign.comis a newer sending domain, so strict corporate filters — Microsoft 365 especially — sometimes quarantine the first few messages even though everything is properly authenticated (SPF, DKIM, and DMARC all pass). Once you allowlist the domain, or a few messages get marked “not spam,” delivery becomes reliable. Sender reputation also improves automatically over time.
Other common questions
How should my spreadsheet be formatted for pasting?+
Lay your spreadsheet out with one employee per row and columns in this exact order:
- Column A — Full Name
- Column B — Email
- Column C — the extra field, only if the document asks for one (e.g. Employee ID — but it can be anything: Department, Location, Badge #…)
| AFull Name | BEmail | CEmployee ID | |
|---|---|---|---|
| 1 | Jane Doe | jane@company.com | 10024 |
| 2 | Marcus Lee | marcus@company.com | 10025 |
| 3 | Priya Patel | priya@company.com | 10026 |
Select the cells in Excel or Google Sheets, copy, and paste into the Add employeesbox — the tabs between columns are read automatically. No header row is needed (if you include one, it's skipped). Column C pre-fills each signer's value so they don't type it; leave it blank on a row to let that person fill it in themselves.
The access code isn't working+
Codes are single-use and expire (30 days by default). If it says expired or already used, open the document in your dashboard and click Resend reminder to issue a fresh one.
An employee needs their signed copy again+
Open the document in your dashboard and click Download signed PDF next to their name. You can forward that file to them — it includes the signature certificate page.
Do employees need an account?+
No. Employees never create an account or password — they just enter their access code, confirm their details, read the document, and sign. That's by design, so signing takes about two minutes.
How do I update a document after sending it?+
Open the document and click Upload new version. This creates a fresh version with new codes; your existing signed records stay intact and downloadable.
Still need help?
Email us and we'll help you get your team signed.
info@tenfoursign.com