Use the Log to follow recipient activity, check delivery events, confirm signing progress, and troubleshoot issues before contacting support.
Before you start
A transaction has more than one Log view:
Use Transaction details → Log when you need to review events for one specific signer or recipient.
Use Signing details → Log when you need to review events for the full transaction, including all signers, groups, steps, and distribution events.
This distinction is important if the transaction has several signers, signer groups, sub-transactions, or an advanced signing flow.
What is the Transaction Log?
The Log is available inside each transaction in Overview. It shows a timeline of recorded events, such as:
Notifications
Recipient actions
Signing activity
Distribution events
Errors
The Log helps you understand what happened, when it happened, and whether the transaction is progressing as expected.
Open the Log
Go to Overview
Click the transaction row to open the relevant transaction:
To review events for one signer or recipient, open Transaction details → Log:
To review events for the full transaction, open Signing details → Log:
Which Log should you use?
Use Transaction details → Log when the issue concerns one specific signer or recipient.
Examples:
A signer did not receive a notification
A signer opened the signing link
A signer identified themselves
A signer signed, approved, rejected, or stopped during the process
A signer’s e-mail address was invalid or delivery failed
A signer entered incorrect information too many times
Use Signing details → Log when the issue concerns the full transaction.
Examples:
The transaction was created
Documents were distributed
The transaction failed after one or more signing steps
You need to review all signers in one timeline
You need to check distribution events after completion
You need to understand the overall transaction flow
What you can see in the Log
Depending on the transaction and the selected log view, the Log can show events such as:
When the transaction was created
When a notification was sent
When the recipient opened the message or signing link
When the recipient identified themselves
When documents or attachments were opened
When documents or attachments were approved
When documents were signed
When documents were distributed to the recipient, if distribution is enabled
What errors occurred, including the available error details
Use the Log for troubleshooting
The Log is useful when a transaction does not progress as expected.
Before contacting support, open the transaction and check the relevant Log to see whether:
The notification was sent
The recipient opened the message or signing link
The recipient identified themselves
The recipient signed, approved, rejected, or stopped during the process
The transaction failed because of a delivery issue
An error message explains what went wrong
💡 Tip: If a recipient says they did not receive the signing message, use the Log to check whether the notification was sent and whether a delivery error occurred.
If the Log contains an error message, copy the exact error message before contacting support.
Use the Log to check notification events, signer activity, delivery events, and errors.
If you find an error message
If the Log shows an error message, you can read the article Error messages in the Transaction Log to understand what the error means, and what you can do next.
Error messages can relate to:
E-mail delivery
Mailbox or mail server issues
Digital Post or CPR delivery
Document distribution
Login or authentication attempts
Before contacting support
To help Addo Sign Support assist you as quickly and effectively as possible, you can check the following before contacting support:
Whether you opened the correct transaction in Overview
Whether you checked Transaction details → Log for signer-level events
Whether you checked Signing details → Log for transaction-level events
Whether the notification was sent
Whether the recipient opened the message or signing link
Whether the recipient identified themselves
Whether the recipient signed, approved, rejected, or stopped during the process
Whether the Log shows a delivery issue or error message
If you still need help, include:
Transaction ID (if known)
Signing ID (if known)
Recipient name and e-mail address
Current transaction status
Relevant log entry or error message
Screenshot of the Log
Whether the error was found in Transaction details → Log or Signing details → Log