1. Double-check the customer's email address
This is the most common cause. If there's even a small typo in the email address, the proposal email will either bounce or land in someone else's inbox entirely.
How to check:
Open the Customer record for the job.
Look at the primary contact's email address and verify it's spelled correctly.
If you find a mistake, correct it, then re-send the proposal.
2. Check your customer's spam or junk folder
If the customer previously marked a SynkedUP email as spam, future proposal emails may go straight to their junk folder — or get blocked entirely.
Ask your customer to:
Search their inbox, Junk, and Spam folders for the proposal email.
If they find it in spam, mark it as "Not spam" before clicking through.
Whitelist your sending address and the SynkedUP mail domain so future emails come through normally.
3. Make sure the client clicks "Review Proposal" — not the PDF
The proposal email contains both a PDF attachment and a Review Proposal button. Signing and payment can only happen through the in-browser approval page — not from the downloaded PDF.
If your customer downloaded and opened the PDF, they won't see any way to sign or pay. Ask them to go back to the email and click the Review Proposal link or button instead.
4. Client sees an error when clicking the proposal link
If your customer clicks Review Proposal and sees a blank page, a 404, or a "something went wrong" message, have them try:
A different browser (Chrome, Safari, Edge, or Firefox).
An incognito or private browsing window to rule out browser extensions or a stuck session.
A different device — for example, their phone instead of their computer, or vice versa.
5. Still stuck? Let us know the exact error message
If none of the above solves the problem, reach out to SynkedUP support using the chat box in the lower right-hand corner of your screen. To help us diagnose the issue quickly, please include:
The customer name and job or proposal number.
The exact error message your customer is seeing (a screenshot is even better).
Whether the issue is on your end (proposal won't send) or the customer's end (they see an error when opening the link).
The more detail you can share up front, the faster we can get it sorted out for you.