Common Causes of the "Failed" Status
Email Distribution Failures
The most frequent cause of a "Failed" status is an issue with email distribution. For example:
The recipient's email address is invalid or unable to receive emails.
The sender's receipt email fails to deliver, marking the transaction as Failed even though the documents were signed.
Email providers reject messages due to attachment limits or other restrictions.
Integration-Specific Issues
Transactions or document distribution may fail if a connected integration is missing required information or cannot receive the documents. Common causes include:
HR systems and MicroWeb: Missing identifiers, such as a Personal Identification Number (PIN) or tax number, may prevent documents from being distributed.
Google Drive: If the connected Google Drive account has no available storage space, documents cannot be transferred to it. Free up storage and try again.
Troubleshooting Steps
If you encounter a Failed status, follow these steps to resolve the issue:
Check Signing details log
Open the transaction and go to Signing details > Log to check for email delivery errors, such as an invalid email address or a rejected message.
Access Signed Documents Directly
If email distribution fails, you can still download the signed documents directly from the app:
Open the transaction
Navigate to Signing Details > Files
Download the documents from this section
⚠️ The Files tab under Transaction Details does not allow downloads.
Update Missing Identifiers
For integrations like MicroWeb, ensure that external signers have the required identifiers (e.g., VAT or PIN) to enable document distribution.
Correct Sender Email Addresses
Ved brug af integrationer med Addo Sign skal du sikre, at afsenderens e-mailadresse er gyldig og tilknyttet en eksisterende indbakke. Dette gælder eksempelvis:
Changing the sender address to a valid email inbox.
Configuring the system to return signed documents to a static, customer-defined email address.
How to avoid this issue
To avoid Failed statuses in the future, consider the following:
Disable Unnecessary Email Distribution
If you rely solely on an integration, such as an HR system, disable email distribution in your templates or deselect Email under Integrations in your settings. This prevents unnecessary email delivery attempts.
Configure Valid Sender Addresses
Ensure all sender email addresses used in integrations are valid and capable of receiving emails.
Verify Recipient Information
Double-check recipient email addresses and ensure they are valid to prevent delivery failures.
Include Required Identifiers
For integrations like MicroWeb, ensure all required identifiers (e.g., VAT or PIN) are included for external signers.
FAQs
Q: Why does a transaction show as "Failed" even though all documents appear signed?
A: This can occur due to email distribution failures, such as invalid recipient addresses or rejected messages. The signing itself is complete, but the system marks the transaction as Failed due to the email issue.
Q: How can I access signed documents if the transaction shows as "Failed"?
A: You can download the signed documents directly from the Overview. Open the transaction, then go to Signing details > Files.
Q: What should I do if my integration fails to distribute signed documents?
A: Check for missing identifiers (e.g., PIN or VAT) or invalid sender email addresses, and update them as needed.
By understanding the causes and following these steps, you can resolve and prevent Failed statuses in your document signing transactions.