Cancelling a transaction
It may happen that you want to cancel a transaction you have sent. This is useful if there is an error in the document, or if the request was accidentally sent to the wrong person. Please note that you cannot modify a transaction after it has been sent; cancelling and then resending it is the often the correct approach.
Follow these steps to cancel a transaction:
Navigate to 'Transactions': In the web portal, go to the overview of your transactions.
Select the Transaction: Click on the transaction you want to cancel. You will now be taken to the details page of this transaction.
Open the Actions Menu: Look for the three dots (⋮). Click on it.
Choose 'Cancel transaction': Select the 'Cancel transaction' option in the menu.
A new screen will now appear where you can specify the reason for the cancellation.
Add a Reason (Optional but Recommended): In the field that appears, you can add the reason for the cancellation. This reason will be visible later in the transaction details, which is useful for administration and any potential questions.
Inform Signatories (Optional): Check the 'Inform signatories' option if you want to automatically notify the signatories by email about the cancellation and the specified reason. Please note: This automatic email is only sent if the transaction was created with the 'sign on invitation' setting.
Confirm the Cancellation: After you have entered the reason (if desired) and indicated whether you want to inform the signatories, click the 'Cancel transaction' button.
After successfully cancelling the transaction, a confirmation message will appear on your screen.
Deleting a transaction
When a transaction has reached a final status of "Signed" you can delete a transaction. When deleting, all documents and verification information are removed from the transaction. The transaction itself always remains visible in the web portal, including some basic data.
Follow these steps to delete a transaction:
Navigate to 'Transactions': In the web portal, go to the overview of your transactions.
Select the Transaction: Click on the transaction you want to delete. You will now be taken to the details page of this transaction.
Open the Actions Menu: Look for the three dots (⋮). Click on it.
Choose 'Delete transaction': Select the 'Delete transaction' option from the menu. A new screen will appear where you can confirm your choice.
After deleting the transaction, a confirmation message will appear on your screen.
How do I cancel a failed transaction?
When a transaction receives the status “Failed”, it means it has reached a final end state. The transaction can therefore no longer be signed: signers who open the original signing link will automatically receive an error message, because the transaction is no longer active. This is also the case with the end states "Rejected", "Expired" and "Cancelled".
For this reason, it is not necessary and not possible to cancel or delete a transaction with one of these end states. The three‑dot menu you would normally use to cancel or delete an active transaction is therefore not available for these transaction statuses.
How do you recognize a deleted transaction?
The option with the three dots to delete the transaction is no longer visible. You can also no longer download the signed documents, as the download button is missing. In addition, the data of the verification method is no longer available.