Use the status to understand:

Where a transaction is in the signing process
Whether action is needed
What to check before contacting support

What is a transaction?

A transaction is the full sending process created when you send documents through Addo Sign.

A transaction can include:

One or more documents
Attachments
One or more recipients
Signing, approval, data collection, or distribution steps

Status messages can be shown at different levels in a transaction.

The transaction or file group status shows the overall state of the signing flow. Recipient statuses show what each individual recipient has done.

This means that recipients in the same transaction may have different statuses, depending on their own actions. For example, a transaction can be rejected while one recipient is still shown as Signed and another recipient is shown as Rejected.

Transaction statuses help you follow the progress of a transaction in Addo Sign.

Transaction statuses

The status descriptions below follow the order used in Addo Sign.

Initiating

Initiating means that Addo Sign is preparing the transaction.

This status is usually shown only briefly before the transaction moves to Created or Started.

It is mainly used for internal processing and will rarely require any action from administrators or standard users.

Created

Created means that the transaction has been created in Addo Sign, but the sending process has not fully moved forward yet.

This status is usually temporary and part of the internal transaction setup before the transaction reaches Started.

Started

Started means that the transaction has been sent and delivered to the recipient.

The recipient may have opened or viewed the documents, but has not completed the required signing, approval, or action step yet.

A recipient may still be shown as Started if they had started the signing process before another recipient rejected the transaction. In that case, they can no longer complete the signing.

What you can check:

Open the transaction and review the Log
Check whether the recipient has opened the signing link
Verify that the recipient email address or delivery method is correct
Review the Signing flow if the transaction has multiple recipients

Started means the transaction has been sent, but the recipient has not completed the required step yet.

Completed

Completed means that the full transaction has been completed successfully.

This can include:

All required recipients have signed or approved
Any required questions have been answered
All documents have been successfully distributed

A transaction can only be marked as Completed when the required signing flow has finished without being cancelled, rejected, expired, or failed.

When a transaction is completed, signed documents can be downloaded from the transaction while they are still available.

⚠️Important: You can download documents for up to 10 days after the transaction expires. After that, the documents are permanently deleted from Addo Sign and cannot be restored, unless extended storage such as Addo Vault is enabled on the account.

What you can check:

Open the transaction and choose Signing Details
Go to Files
Download the signed documents while they are still available
Review the Log if you need to confirm when the transaction was completed

Completed means the full transaction has finished successfully and the signed documents are available while they are still within the retention period.

Expired

Expired means that the transaction is no longer active because the signing deadline has passed.

When a transaction expires:

The sender is notified by email
The transaction can be reactivated for up to 10 days after expiration
After this period, reactivation is no longer possible
Documents are deleted and personal data may be censored, depending on the GDPR compliance settings on the account

What you can try first:

Open the expired transaction.
Check whether Reactivate is available.
Reactivate the transaction if it is still within the allowed period.
Notify the recipients that they need to complete the signing flow.

If Reactivate is no longer available, create a new transaction or copy the expired transaction, if that option is available.

Expired means the transaction is no longer active. It can only be reactivated within the allowed period.

Cancelled

Cancelled means that the transaction has been stopped by the sender or an group administrator.

Only the sender or a group administrator can cancel a transaction.

When a transaction is cancelled for one recipient, the entire transaction stops for all recipients.

Recipient statuses may still show what each recipient had done before the transaction was cancelled.

Cancelled transactions cannot be reactivated. If you still need the documents signed, copy the transaction or create a new one.

What you can check:

Review the transaction Log to see when the transaction was cancelled
Check who cancelled the transaction
Review Signing flow to see recipient activity before cancellation
Copy the transaction if you need to resend it

Cancelled means the transaction has been stopped and cannot be reactivated.

Data collecting

Data collecting means that Addo Sign is waiting for information before the transaction can continue.

This status can appear when:

A CPR validation request has been sent
An Addo Form has been sent and is waiting to be completed

CPR validations change to Completed when they are finished.

Addo Forms continue through the regular status flow after the form has been completed.

What you can check:

Confirm that the recipient has completed the required validation or form
Review the transaction Log for recent activity
Wait for the recipient to complete the required step before taking further action

Data collecting means Addo Sign is waiting for required information before the transaction can continue.

Rejected

Rejected means that a recipient has actively rejected the transaction.

When a transaction is rejected:

The entire transaction stops for all recipients
The file group is marked as rejected
The recipient must provide a rejection reason
The rejection reason is shared with the sender
Rejected transactions cannot be reactivated

Recipient statuses are shown independently from the file group status.

This makes it easier to see exactly who has signed, who has rejected, and who still had a started signing process when the transaction was rejected.

For example, if one recipient rejects a transaction, the transaction and file group are marked as Rejected, while recipients who already signed are still shown as Signed. Recipients who had only started the process keep their Started status, but they can no longer complete the signing because the transaction has been rejected.

What you can check:

Open the transaction and review the Log to find the rejection reason.
Check the recipient statuses in Signing flow
Identify who signed before the transaction was rejected
Identify who rejected the transaction
Copy the transaction if the same documents should be sent again

To continue the process, create a new transaction or copy and resend the rejected transaction.

Signing flow shows the rejected file group status while each recipient keeps their own recipient status, such as Signed, Rejected, or Started.

Failed

Failed means that the documents did not reach the recipient, and the transaction has been stopped.

Typical causes include:

Invalid email address
Mail server issues
e-Boks or Digital Post delivery issues
Other delivery errors

What you can check first:

Open the transaction.
Review the Log for delivery errors.
Check that the recipient email address or delivery details are correct.
Correct the issue before reactivating or resending the transaction, if possible.
If the transaction failed because the recipient’s e-mail address was incorrect or inactive, update and save the e-mail address before reactivating the transaction.

If you are unsure why the transaction failed, contact Addo Sign Support and include the Transaction ID or Signing ID.

Failed means the documents did not reach the recipient and the transaction has been stopped.

Before contacting support

Before contacting Addo Sign Support, check:

The current transaction status
The recipient status in Signing flow
The transaction Log
Whether the recipient email address or delivery method is correct
Whether the transaction can be reactivated, copied, or resent
Whether the transaction is still within the allowed retention or reactivation period
Whether the issue was corrected before the transaction was reactivated or resent

If you still need help, include the following information when contacting support: