If you cannot find a transaction in Addo Sign, it is usually because of the selected date range or because you do not have access to the group where the transaction was created.
This article explains what to check before contacting support.
Check the date range in Overview
By default, Overview may not show older transactions.
To find an older transaction:
Go to Overview.
Select the date range in the top-left corner.
Choose a wider time range.
Search for the transaction again.
Use the date range in Overview to find older transactions.
Check your group access
Transactions are only visible to users who have access to the group where the transaction was created.
Need help with groups?
If you are unsure how groups work in Addo Sign, see the article about users and groups for more information about group access, group membership, and how groups affect which transactions users can see.
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 your Addo Sign administrator.
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 still existed before the group was deleted, users will no longer be able to access it from Overview.
Before contacting support
Before contacting Addo Sign Support, check:
That the date range in Overview includes the transaction date
That you are searching in the correct group context
That you still have access to the group where the transaction was created
That the group has not been deleted
If the transaction is still not visible, contact Addo Sign Support and include as much information as possible, such as:
the recipient
approximate send date
sender
transaction ID