Somebody didn't get their email
Pressing Send and an email arriving are two different things, so the request page shows both — per person, so you can see exactly who was reached.
If somebody needs their link right now, don’t wait on the mail. Every recipient on the request page has their own link you can copy, and an Open in your email app option that drafts the message in your own client. Sent that way it comes from your real address and lands in your Sent folder.
What the states mean
- Queued — we recorded that we were about to try. If it stays here, the attempt did not finish; retry it.
- Sent — the mail provider accepted the message. This is the strongest thing we can honestly claim. It does not prove the recipient’s server accepted it, or that it escaped a spam folder.
- Failed — the provider refused it, and the reason is shown on the row. A misspelled address is the usual cause.
A failure never un-sends the request. The links are live either way, and the request still counts as sent — because it was.
Before you retry, check the address
Most failures are a typo. The row links to that person so you can correct it, and a corrected address gets a fresh attempt. Retrying an address that is wrong will fail the same way.
It says sent, and they still don't have it
Almost always a spam or junk folder — ask them to look, and to search for your organization’s name rather than scrolling. Some workplace filters quarantine mail from senders they have not seen before, which is worth knowing the first time you write to a school or a client’s office.
If it is genuinely gone, send them the link yourself from your own email. That message comes from an address their system already knows, which is often the thing that fixes it.
Automatic reminders
A request can chase whoever has not answered. Reminders only ever go to people who still owe something, so nobody who has already sent theirs gets one — a reminder to somebody who answered reads as “we lost your submission”.
Somebody who owes you several things gets one email listing all of them, not one per request. If you send a reminder by hand, that always goes — but the page will tell you when the person has already heard from us that day.