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 a signer's e-mail address directly on a failed transaction.
Before reactivating the signing, update and save the e-mail address. This ensures the new notification is sent to the correct address once the transaction is reactivated. This only applies if "Reactivate signing" is still available on the failed transaction.
If the failed transaction is more than 10 days old, it can no longer be reactivated. In that case, we recommend creating a new transaction, or copying the existing one if that option is available.
You can use this article when:
A transaction has the status Failed
The signing request could not be delivered to the signer
A 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
Reactivate signing is still available on the failed transaction
This article only covers failed transactions. If the transaction still has the status Started, use the article about editing transaction details on a sent transaction instead.
Edit the signer’s e-mail address
Go to the Overview tab
Click the transaction row to open the transaction marked as Failed:
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, you also need to 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 article here: Reactivate a transaction.
If Reactivate signing is not available
If "Reactivate signing" is not available, the transaction can no longer be reactivated. This can happen if the failed transaction is more than 10 days old, or if the transaction has a status that does not allow reactivation.
Updating the signer’s e-mail address will not send a new notification if the failed transaction cannot be reactivated.
If you still need the signer to receive the documents, create a new transaction or copy the existing transaction if that option is available.
If the transaction fails again
If the transaction fails again after reactivation, you can open the transaction and review the Log. 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, if Reactivate signing is still available.
Before contacting support
To help Addo Sign Support assist you as quickly and effectively as possible, check the following before contacting support:
Whether the transaction has the status Failed
Whether Reactivate signing is still available on the failed transaction
Whether the failed transaction is less than 10 days old
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
Whether you can create a new transaction or copy the existing transaction instead
If you still need help, include:
Transaction ID (if known)
Signing ID (if known)
Current transaction status
Signer name and e-mail address
Updated e-mail address
Whether Reactivate signing is available
Relevant log entry or error message
Screenshot of the issue