If you're not receiving emails from Pulley, whether that's a password reset link, a portal invitation, or a signature request notification, this article walks you through the most common causes and how to resolve them.
Find the email type you're missing below and work through the checks in order.
Not receiving a password reset email
Check your spam and junk folders in both your primary and recovery email inboxes. Pulley's system emails are sometimes filtered automatically.
Confirm you entered your primary login email at the reset screen and not your recovery email. This is the most common cause of missing reset emails. The reset link is triggered by your primary email address and delivered to both inboxes, but only if you enter the primary email first.
If your work email no longer exists: for example, if you've left a company, enter your old work email at the reset screen anyway. The reset link will be delivered to your recovery email inbox instead. See Reset Your Password and Recovery Email for the full walkthrough.
No recovery email on file and can't access your primary email? Self-serve reset isn't possible in this case. Email support@pulley.com and CC a full admin from your company. Support requires verification from both the user and a company admin before processing changes in this situation. If the account hasn't been activated yet, the admin may be able to update the email address directly before the invitation is accepted.
2FA enrollment prompt not appearing
Pulley does not send email notifications when 2FA is enabled or required. The enrollment prompt appears on your next login rather than via email. If you're not seeing the prompt:
Log out and back in. The 2FA prompt triggers on login. If you have an active session from before the requirement was enabled, you won't see it until your next login.
Confirm you're logging into the correct account. If you have multiple email addresses, make sure you're using the one associated with your Pulley account.
Confirm the requirement has been enabled. Check with your Pulley admin that company-wide 2FA has been toggled on under Company → Security.
If none of the above resolve it, contact support@pulley.com.
Note: New users added after the 2FA requirement is enabled must complete enrollment before they can access the account at all. There is no grace period for new users.
Not receiving signature request notifications
Confirm you've accepted your admin invitation. This is a hard requirement, and signatories do not receive signature request notifications until they've accepted their initial Pulley invitation. Check your email for the original invitation and accept it if you haven't already.
Check your spam and junk folders.
Confirm you're designated as the signatory for the relevant document type. Signatories are assigned per document type in Pulley. If you're not receiving requests for a specific type (for example, SAFEs but not options), confirm your designation with your admin under Company → Signatories. See 3.5 Configure Signatories for details.
Confirm your email address is correct in the signatory configuration under Company → Signatories.
Check whether your company has Disable All Emails enabled. See step 4 in the password reset section above.
If none of the above resolve it, contact support@pulley.com.
Not receiving a stakeholder portal invitation
Check your spam and junk folders.
Confirm the invitation was sent. Portal invitations are not sent automatically. An admin must send them explicitly via Draft Invites. Confirm with your admin that the invitation was sent and to which email address.
Confirm you have at least one security on the cap table. Stakeholders cannot be invited until they have at least one security associated with their record. If you're missing from the Draft Invites screen, this is likely why.
Confirm your email address is correct on your stakeholder record. Email addresses can be missing or incorrect if your record was created in spreadsheet mode. Ask your admin to verify and correct if needed.
Verify with your company admin that the Disable All Emails setting toggle is not enabled on the company workspace as this prevents invitations from being sent.
If none of the above resolve it, contact support@pulley.com.
Applies to all email types: the Disable All Emails setting
If your company has Disable All Emails toggled on under Company → Email → Settings, certain outgoing Pulley emails are blocked. Confirmed affected email types include portal invitations and signature request notifications. Password reset links and 2FA prompts are not affected by this setting. This is an admin-controlled setting, if you suspect this is the cause of a missing invitation or signature notification, contact your Pulley admin to check.
Still not resolved?
If you've worked through the relevant section above and still aren't receiving emails:
Contact support via in-app chat or at support@pulley.com
Have the following ready: the email address you're expecting to receive mail at, the type of email you're missing, and the steps you've already tried