Use this option if the signing request could not be delivered to the signer, and the signer needs to receive the request at another e-mail address.
Before you start
You can edit the signer’s e-mail address directly on a failed transaction.
Update and save the e-mail address before you reactivate the signing. This ensures that the new notification is sent to the correct e-mail address when the transaction is reactivated.
Use this article when:
The transaction has the status Failed
The signing request could not be delivered to the signer
The signer’s e-mail address is incorrect, inactive, or no longer in use
You need to update the e-mail address before reactivating the transaction
Edit the signer’s e-mail address
Go to Overview.
Open the transaction marked as Failed:
Open the failed transaction from Overview. The Edit button is available before the transaction is reactivated.
Select the signer whose e-mail address needs to be updated.
Click Edit.
Go to the E-mail field.
Enter the correct e-mail address.
Click Save:
Update the signer’s e-mail address and save the signer details before reactivating the transaction.
Reactivate the transaction after saving
After you have updated and saved the signer’s e-mail address, reactivate the transaction.
When the transaction is reactivated, the signer receives a new notification at the updated e-mail address.
The reactivation process itself is covered in the separate reactivation article. For step-by-step guidance, see Reactivate a transaction.
If the transaction fails again
If the transaction fails again after reactivation, open the transaction and review the Log.
The Log itself is covered in the separate Transaction Log article. For step-by-step guidance, see Transaction Log in Addo Sign.
The Log can help you check whether:
The new notification was sent
The updated e-mail address was used
A new delivery error occurred
If the e-mail address is still incorrect or inactive, update it again, save the change, and reactivate the transaction once more.
Before contacting support
Before contacting Addo Sign Support, you should check:
Whether the transaction has the status Failed
Whether the signer’s e-mail address has been updated
Whether you clicked Save after updating the e-mail address
Whether you reactivated the transaction after saving the updated e-mail address
Whether the transaction Log shows a delivery error or a new notification event
If you still need help, include:
Transaction ID
Signing ID
Current transaction status
Signer name and e-mail address
Updated e-mail address
Relevant log entry or error message
Screenshot of the issue