A client who says they never got your request usually has one of three separate problems: the wrong address, a link that aged out, or an address that quietly refuses everything you send it. Working through them in order gets your client moving without guessing.
Check the Address You Sent To
Before assuming anything is broken, confirm you sent to the address your client actually uses. A misspelled or outdated email is the most common cause, and it does not surface as a visible failure on your side; the message just leaves for an inbox nobody is checking.
Copy the Link and Send It Yourself
Every applicant on a request holds their own secure link, and you can copy any of them from the client hub whether an email ever went out or not. Pasting it into a text message or a personal email gets your client moving right away, without waiting on why the automated send did not land.
When the Link Has Expired
A link that worked once ages out on its own after a while; that is a normal part of keeping it secure, not a sign anything failed to send. A client who follows an old link past its window lands on a page asking for their email. Entering the address already on the request quietly mails a fresh link either way, so that page never confirms or denies whose address is on file.
When the Address Is Suppressed
A hard bounce, a spam complaint, or a stop your client asked for is a standing fact about that address, not about this one email, and it blocks every message sent to it from here forward, this request included. Copying a fresh link and sending it again changes nothing if the address itself is the problem. Get a different address from your client, or reach them another way, before trying the same one twice.
Send the Request Again
Once you have the right address, or another way to reach your client, open the request and choose New Request over what is still outstanding to open a fresh round and mail it out again, or hand them the copied link directly if you would rather not wait on email at all.
What to Do Next
- Send a Client Request for Documents to double-check the address before your next ask.
- Choose Which Borrowers a Request Goes To before adding a co-applicant whose address you have not confirmed.
- Write Your Client Messages if the wording of the request email itself needs to change.