The recipient says it never arrived
What the evidence shows, what to check with the recipient, and what to do if it really did not arrive.
Updated:
When the other side says they never received the notification, the answer is in the evidence, not in our word. Start with the recipient's status under Notifications (the notification's page).
1. Read the recipient's status
| Status | What it means here |
|---|---|
accepted |
The recipient's mail server accepted the message: the evidence holds its SMTP response, the remote server's IP and the time. The message reached their mailbox or a folder at their provider. |
sent |
Our provider accepted it, but the recipient's server has not answered yet. Wait a few minutes. |
deferred |
The remote server asked to retry later; the retry is automatic. |
bounced |
It bounced: it was not delivered. Follow When an email bounces. |
downloaded or acknowledged |
Someone downloaded a document through the personal link, or the recipient acknowledged receipt. |
2. If the status is accepted, check with the recipient
- Junk, spam or quarantine. Many institutional servers (Microsoft 365, Google Workspace) hold messages with attachments in a quarantine only the domain's administrator sees.
- The sender. The message comes from
notificaciones@notificado.co, with your name and your firm's. Ask them to search for that address or for the radicado. - Mailbox rules and forwards that move or delete messages automatically.
- The address. Compare the notification's address with the one the recipient says they use: the evidence shows exactly where it was sent.
Delivery to the recipient's server is already recorded. What happens afterwards inside their mailbox does not change that evidence; its weight in the case is for the judge to decide.
3. If you want them to receive it again
A frozen notification is never re-sent: the sealed .eml is kept unmodified and is handed to the mail provider once. You can:
- Send a new notification from the same case, to the same address or another one you know, with your sworn statement. It uses one credit per recipient; the earlier notification and its evidence do not change.
- Share the constancia: the recipient, their counsel or the judge checks it at /verificar without an account.
4. If the recipient insists before the court
File the constancia de entrega and, if an expert opinion is needed, the perito package: it lets anyone verify the delivery without relying on Notificado. If you need help reading an event, write to us from /soporte with the radicado and the notification's identifier.