There could be several reasons why this person cannot activate the link in the email.
The main cause is where their incoming mail server reformats the email and the Etz Sign link is split over two lines – if the link is broken it will be incomplete and will not work. They can test this by copying the entire link into their web browser and it should work. Unfortunately there is nothing we can do to prevent this from happening.
Also occasionally incoming mail servers will completely change our links if they deem it to be a security risk. You can advise them of our outgoing mail server details (attached to this article) in order for them pass on to their IT providers, who may be able to change their settings to allow our mail to be received properly.
If they continue to be unsuccessful in receiving the Etzsign links it may be advisable to set this authoriser for Online signing instead; that way they will receive an email asking them to log in to sign (often these work better as those emails do not contain any links).