In most cases, a transaction is not missing. It may be hidden because of your selected view, filters, date range, column setup, or account access.
Before you start
The Overview can be customized with filters, sorting, columns, bookmarked views, and date ranges. This means that the transaction list you see may not show all transactions on your account. Before contacting support, first check whether the transaction is hidden by your current Overview setup.
Check the selected bookmarked view
A bookmarked view can save a specific search, filter setup, date range, sorting, and column layout.
If a bookmarked view is selected, Overview may only show the transactions that match that saved view.
Go to Overview.
Check the bookmarked view dropdown.
Select another bookmarked view, or choose the default view.
Search for the transaction again.
Check the bookmarked view dropdown. A saved view may hide transactions that do not match the saved filters or layout.
Reset the view
If you are not sure which filters, sorting, columns, or bookmarked view are active, click Reset view. This returns Overview to its default layout and helps you start from a broader transaction list.
Go to Overview.
Click Reset view.
Search for the transaction again.
Use Reset view to remove saved filters, sorting, and layout changes before searching again.
Check the date range
A transaction may not appear if it is outside the selected date range.
Go to Overview.
Check the date range.
Choose a wider date range.
Search for the transaction again.
Click the funnel icon next to Send date to include older or newer
transactions in the list.
Check filters in the columns
Transactions can be filtered directly from the columns in Overview. If a column filter is active, the transaction list only shows transactions that match the filter. Check whether filters are active in columns such as:
Status
Recipient
Send date
Signing Id
Transaction Id
Sender
Sender’s email
Updated
Reference number
Remove filters that may be hiding the transaction, then search again.
Column filters can narrow down the transaction list. Remove active filters if the transaction is not visible.
Check whether the relevant columns are visible
A transaction may be in the list even if the information you use to identify it is not visible. For example, if Reference number, Signing Id, Transaction Id, or Sender is hidden, it may be harder to find the correct transaction.
Click Show/hide columns.
Make sure the relevant columns are visible.
Search, filter, or sort the transaction list again.
Use Show/Hide columns to make fields such as Reference number, Signing Id, Transaction Id, or Sender visible.
Check whether the transaction has sub-transactions
Some transactions can contain sub-transactions. If a transaction has sub-transactions, you may need to expand the transaction row to see all related entries, by doing the following:
Go to Overview
Find the main transaction
Expand the row if an expand option is available
Check whether the transaction you are looking for is shown as a sub-transaction
Expand transactions with sub-transactions to see related transaction entries.
Check your group access
Transactions are only visible to users who have access to the group where the transaction was created. If you cannot see a transaction, check that:
You are a member of the correct group
The transaction was created in a group you have access to
Your user access has not changed since the transaction was created
If you are unsure which group the transaction belongs to, contact an Addo Sign administrator on your account.
Deleted groups
If a group has been deleted, transactions connected to that group will no longer be visible in Addo Sign.
This means that even if the transaction existed before the group was deleted, users will no longer be able to access it from Overview.
Need help with groups?
If you are unsure how groups work in Addo Sign, see the article on How to manage users and groups for more information about group access, group membership, and how groups affect which transactions users can see.
Check whether another user created the transaction
If multiple users work on the same Addo Sign account, the transaction may have been created by another user. Depending on your access level, you may not be able to see all transactions created by other users.
Ask an administrator or group administrator to check whether:
The transaction was created by another user
The transaction belongs to another group
Your access level allows you to view the transaction
Search with other transaction information
If you cannot find the transaction using one search method, try another. You can search or filter by information such as:
Recipient name
Recipient e-mail address
Sender
Sender’s e-mail
Transaction ID
Signing ID
Reference number
Status
Send date
Updated date
Before contacting support
Before contacting Addo Sign Support, you should check:
Whether the correct bookmarked view is selected
Whether you clicked Reset view
Whether the date range includes the transaction date
Whether column filters are hiding the transaction
Whether the relevant columns are visible through Show/hide columns
Whether the transaction is part of an expanded transaction with sub-transactions
Whether you have access to the group where the transaction was created
Whether the group has been deleted
Whether another user created the transaction
If you still need help, include the following information (if possible/relevant) when contacting support:
Transaction ID (if known)
Signing ID (if known)
Recipient name and e-mail address
Sender name and e-mail address
Approximate send date
Group name (if known)
Screenshot of Overview
Screenshot showing the selected bookmarked view, date range, and active filters