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Form Invitation Delivery Failures
What to do when a form invitation email fails to deliver — causes, statuses, and how to resend. Includes a note on managing forms attached to an opportunity.
When you send a form via TrustPager, the platform dispatches an invitation email to the recipient. Occasionally that email fails to deliver — the recipient never receives the form, the submission record shows a failed status, and the form sits incomplete. This article explains why delivery failures happen and what to do when one occurs.
What a delivery failure looks like
A form submission in failed status means TrustPager sent the invitation email to your mail provider (Postmark), Postmark accepted it, but Postmark then reported that the message was rejected or bounced by the recipient's mail server. The failure is captured on the submission record at the time of rejection — not when you first send the form.
To check the status of a submission, open the Forms page at https://app.trustpager.com/tools/forms, open the form, and look at the Submissions tab. The possible statuses are:
- pending — sent and waiting for the recipient to open it.
- viewed — the recipient has opened the form but not completed it.
- completed — the recipient has submitted the form.
- expired — the invitation has been voided (via the Void action) or has passed its expiry date.
- failed — the delivery email bounced or was rejected by the recipient mail server.
Note: Forms attached to an opportunity are managed from the opportunity record. In the opportunity's right-side panel, the Forms section shows all forms attached to that opportunity. Opening a row from the opportunity always takes you to the form builder for that submission — where you can edit the form, resend, or check status. The global forms list at https://app.trustpager.com/tools/forms is the template builder home; per-opportunity forms live on the opportunity itself.
Common causes of delivery failure
Hard bounce. The recipient's email address does not exist or the domain has no valid mail server. Check for typos in the email address before resending.
Soft bounce. The recipient's mailbox is temporarily full or their server is experiencing issues. Wait and retry.
Spam filter rejection. The recipient's mail server rejected the message based on content or sender reputation. Ask the recipient to whitelist mail.trustpager.net, or try an alternative email address.
Invalid address format. The address passed validation when the form was sent but was rejected downstream. Verify the address directly with the recipient.
How to resend a failed invitation
- Open the form builder for the relevant opportunity (from the Forms section on the opportunity record, or via the global forms list at https://app.trustpager.com/tools/forms).
- In the builder toolbar, the Send button will show the current delivery state. Click Resend to dispatch a fresh invitation email to the same address.
You can also resend via the API or MCP using the resend_form_submission tool, passing the submission ID.
Troubleshooting
The Resend option does not appear. Resend is only available on submissions in pending, viewed, or failed status. If it doesn't appear, the submission may be in completed or expired status. Check the status on the submission record.
The form keeps failing after resend. The recipient's mail server may be consistently rejecting mail from TrustPager's sending domain. Try sending the form to an alternative email address for the same person, or share the form link directly via another channel.
The submission status is still pending after resend. The resend creates a fresh dispatch but the status reflects the last known delivery state. Give it a few minutes for the provider to report back, then refresh.
Tip: If delivery failures are recurring across multiple recipients, check whether your workspace Reply-To Email is correctly set at https://app.trustpager.com/settings/email. A misconfigured or missing reply-to address can cause some mail servers to reject TrustPager mail as suspicious.
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