Use Reactivate signing when a transaction can be reopened instead of creating a new transaction.
Before you start
Reactivating a transaction gives the remaining signers more time to complete the signing flow, and sends them a new notification.
You can reactivate a transaction when:
The transaction has expired less than 10 days ago
The transaction has failed
⚠️ Important: You cannot reactivate a transaction that expired more than 10 days ago.
When a transaction is reactivated, signers who have already completed their part do not need to sign again. Only the remaining signers need to complete the signing flow.
What happens when you reactivate a transaction?
When you reactivate a transaction:
The transaction is reopened
You must select a new expiration date
Remaining signers receive a new notification
The transaction returns to the status Started
Signers who already signed do not need to sign again
For failed transactions; check and update signer details, such as e-mail address, phone number, or name, before reactivating the transaction when possible. This helps ensure that the new notification is sent to the correct recipient details.
Reactivate an expired transaction
Go to Overview.
Click the transaction row to open the Expired transaction:
Click the menu with three dots (⋯) in the top-right corner of the transaction window.
Select Reactivate signing:
In Signing details, click Edit.:
Select a new Expiration date:
Click Save.
After saving, the transaction is reactivated and returns to the status Started.
Reactivate a failed transaction
Go to Overview.
Click the transaction row to open the Failed transaction:
Check whether the signer’s contact information is correct.
Click Edit if you need to update the signer’s name, e-mail address, or phone number:
Click Save.
Click the menu with three dots (⋯) in the top-right corner of the transaction window.
Select Reactivate signing.
Use Reactivate signing after signer details have been checked and saved.
When the transaction is reactivated, the remaining signers receive a new notification. If you updated a signer’s contact information before reactivating the transaction, the notification is sent to the updated contact information.
⚠️ Important: After reactivation, the remaining signers have 30 days from the reactivation date to complete their signatures.
If you cannot reactivate the transaction
If Reactivate signing is not available, check whether:
The transaction expired more than 10 days ago
The transaction has a status that does not allow reactivation
You have access to manage the transaction
You opened the correct transaction in Overview
The transaction has already been cancelled or rejected
The transaction belongs to another user, group, or account
If the transaction cannot be reactivated, create a new transaction or copy the existing transaction if that option is 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 is Expired or Failed
Whether the transaction expired less than 10 days ago
Whether Reactivate signing is available in the transaction menu
Whether the signer’s e-mail address, phone number, or name was checked and updated before the transaction was reactivated
Whether you clicked Save after updating the signer details
Whether you selected and saved a new expiration date, if the transaction was expired
Whether the transaction returned to the status Started
If you still need help, include:
Transaction ID (if known)
Signing ID (if known)
Current transaction status
Original expiration date
Signer name and e-mail address or phone number
Screenshot of the issue