---
title: "Transaction Logs"
slug: "service-logs"
updated: 2026-06-09T17:40:56Z
published: 2026-06-09T17:40:56Z
canonical: "kb.easysend.io/service-logs"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://kb.easysend.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Transaction Logs

## **Article Overview**

The following article describes the Transaction Log screen. It details its structure and explains how to use it for platform-wide troubleshooting.

## **Why Use The Transaction Logs Screen?**

The Transaction Logs screen is an operational tool that enables platform users to receive a detailed view of the status of their transactions and manage them. Using the Transaction Logs screen, platform users can maintain, investigate, and troubleshoot different issues by performing the following actions:

- Locating a transaction or a group of transactions by using flexible filters and new free-text search capabilities.
- Understanding transaction status and delving into multiple services and steps.
- Monitor any kind of failed service execution - during or at the end of the transaction, read the error message, or download a log file.
- Check email status directly from the email vendor platform, for example, opened by the end-user or rejected.
- Download email attachments.
- Resume transactions, re-run transactions, and services.
- Monitor webhooks and retries.

NOTETo fully use the Transaction Logs feature and its capabilities, you must upgrade your environment servers to version 57.8.0 or above. For additional assistance, please contact our support team. 

## **Navigate to the Transaction Logs Screen**

(See **Figure 1** and **Figure 2**)

To navigate to the Transaction Logs screen, perform the following steps:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1709113172068.png)

**Figure 1: Integrate Tab**

1. Click the **Integrate** tab (1).

*Result:*

The **Integrate** tab options appear:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1727103688075.png)

**Figure 2: Transaction Logs Option**

1. Click the **Transaction Logs** option (2).

## **Transaction Logs Screen**

**Figure 3** and **Table 1** describe the structure of the Transaction Logs screen.

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778594495923.png)

**Figure 3: Transaction Logs Screen**

**Table 1: Transaction Logs Screen**

| **#** | **Name** | **Description** |
| --- | --- | --- |
| 1 | Search and Display Filters | Enables displaying and filtering the transactions list by: - Search - enables searching transactions according to a transaction ID or customer details NOTEIf you cannot search transactions by customer details, upgrade your environment's servers to version 57.8.0 or higher. For additional information, please contact our support team - Environment - Dev or Prod - Process Name - Journey Type - All - Digital Journey (process) - E-Signature Processes (EasySign) - Transaction Status NOTEFor additional information about the transaction status, see the [Transaction Section - General Structure](/v1/docs/service-logs#transaction-section-general-structure) - Warning: - All - Internal Error - Non-Blocking Service Failures - Date Range - Last 30 days - Last 7 days - Today - Custom NOTEOnce you have selected all the desired filters, apply them by clicking the Update button |
| 2 | Resume | Enables resuming a single or several transactions; this will result in re-running all the actions and steps of a transaction’s last RID NOTE - The Resume button will become available after selecting one or more transactions - A Resume action may have implications on user data, communications sent, and/or data storage - For additional information about the Resume button, see the [Using Resume](/v1/docs/service-logs#using-resume) section |
| 3 | Transactions | Displays a list of transactions with detailed information |

## **Transactions Section**

The following sections describe the transactions section.

### Transaction Section - General Structure

(See **Figure 4**)

The transactions section displays a list of transactions with the following information:

a unique identifier of an EasySend transaction.

- MasterRID/Request Identifier:
  - MasterRID - a unique identifier of an EasySend transaction.
  - Request Identifier - a unique identifier of an EasySign transaction.

NOTEThe MasterRID/RequestID can be copied.

- Process Name
- Timestamp of the last status change
- Last RID - an RID is a unique identifier of an EasySend step. The RID is nested under the masterRID. When creating a transaction, it can be divided into steps, for example, when using the Workflow Manager. Each step will receive its own unique RID as part of its URL, for example: player-demo.easysend.app/customer/onboarding/page0/0?lang=en&**rid=qDzVpy_U7gY**. This column displays the last RID, or the last executed step, of the transaction.

NOTEThe Transaction Logs screen displays time according to your local browser settings.

- Status:
  - Link Sent - triggered when a process link is launched.
  - Opened - triggered when a process link is clicked and opened.
  - Processing - a temporary status indicating background operations are in progress, such as an integration.
  - Incomplete - used when a transaction ends with non-critical errors (an incorrect email address or a failed CRM field update) that do not stop the overall process.
  - Completed - the transaction finished successfully without any errors.
  - Failed - the transaction could not be completed due to a critical error that prevented further processing.

NOTE

- A transaction with failed service/s can still have a Completed status. In this case, the ![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1711456821502.png) will appear indicating that the failures did prevent its progress.
- If the indicator is not available for you, upgrade your environment servers to version 57.8.0 or above. For additional information, please contact our support team.

NOTEThe Processing status is temporary and should change in a few minutes. If a transaction displays a permanent Processing status, please contact our support team.  NOTEIf your status filter contains a status that is not featured on this list or if you are missing a status, please upgrade your environment servers to version 32.0.0 or above. For additional assistance, please contact our support team.

- Customer Name
- Customer Email
- Customer Phone
- Customer ID
- Sender Name - the name of the agent who sent the transaction's link.
- Additional actions (located under the![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1709131395416.png)icon):
  - Re-Run
  - View Logz.io

NOTECustomer Name, Customer Email, Customer Phone, Customer ID, and Sender Name will contain data only after tagging. For more information, click [here](/v1/docs/service-logs#tagging).NOTE

- The View Logz.io option is only available for internal EasySend usage.
- For additional information about Re-Run, see the [Using Re-Run - Transaction](/v1/docs/service-logs#using-rerun-transaction) section.

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778594579486.png)

**Figure 4: Transactions**

### Transaction List - Data Presentation and Organization

(See **Figure 5** to **Figure 7**)

The data presented in the transaction list is organized into three different levels:

- First level - transaction. Each row in the list is a unique transaction of a digital process.

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778594662934.png)

**Figure 5: First Level - Transaction**

NOTE

- For additional information about the first level, see the [Transaction Section - General Structure](/v1/docs/service-logs#transaction-section-general-structure) section.
- To drill down to the second level, click a transaction's MasterRID/RequestID.

NOTEIf any of the columns are not available for you or some service types are missing, upgrade your environment servers to version 57.8.0 or above. For additional information, please contact our support teamNOTEThe Transaction Logs screen displays time in accordance with your local browser settings.NOTE

- The View Logz.io option is only available for internal EasySend usage.
- The Re-Run button located on this screen will become available after selecting one or more services. For additional information about using the Re-run button/option, see the [Using Re-Run - Service](/v1/docs/service-logs#using-rerun-service) section.
- For additional information about the Download Log option, see the [](https://kb.easysend.io/v1/docs/service-logs#investigating-failures-using-json-files-)[Investigating Failures using JSON Files](/v1/docs/service-logs#investigating-failures-using-json-files) section.

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778595139141.png)

**Figure 6: Second Level - Service**

NOTETo drill down to the third level, click a service.

- Third level - step. Each row in the list is a step of a service that was attempted during a specific transaction. The information displayed at this level is:
  - Step Name
  - Step Type
  - Timestamp of the last status change
  - Status:
    - Completed
    - Failed
  - Retry Count
  - Error Message
  - Download Log - downloads a JSON file with information about the step.

NOTEThe Transaction Logs screen displays time in accordance with your local browser settings.NOTEThe Retry feature automatically runs a failed step up to 4 times. This feature enables you to monitor how many times a step has run. This feature is activated from the Customer Settings screen. For additional information, please contact our support team.  NOTEFor additional information about the file download icon, see the [Investigating Failures using JSON Files](/v1/docs/service-logs#investigating-failures-using-json-files) section.

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778595339715.png)

**Figure 7: Third Level - Step**

## Communication Service and Step Level Email Status

(See **Figure 8** to **Figure 10**)

When a service includes an email communication through one of EasySend's default email providers, it will display the following information:

- Service - EasySend Email
- Type - Communication
- Block Id/RID:
  - Block Id - the unique identifier of the email as described in the new version of the Workflow Manager.
  - RID - the unique identifier of the step. Relevant for transactions with the old version of the Workflow Manager.

NOTETo learn more about the new version of the Workflow Manager, click [here](https://kb.easysend.io/docs/workflow-manager-2).

- Role - the role attached to the email block or the step
- Timestamp of the last status change
- Status - displays the status of the current step as it was sent from the provider to the end-user:
  - Completed
  - Failed

NOTEIf you are using your own email provider, the status will not be visible. 

- Error Message
- Additional actions:
  - Re-run
  - Download Log
  - View Logz.io

NOTEIf any of the columns are not available for you or some service types are missing, upgrade your environment servers to version 57.8.0 or above. For additional information, please contact our support teamNOTEThe Transaction Logs screen displays time in accordance with your local browser settings.NOTE

- The View Logz.io option is only available for internal EasySend usage.
- The Re-Run button located on this screen will become available after selecting one or more services. For additional information about using the Re-run button/option, see the [Using Re-Run - Service](/v1/docs/service-logs#using-rerun-service) section.
- For additional information about the Download Log option, see the [](https://kb.easysend.io/v1/docs/service-logs#investigating-failures-using-json-files-)[Investigating Failures using JSON Files](/v1/docs/service-logs#investigating-failures-using-json-files) section.

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778595665450.png)

**Figure 8: Email Communication Service**

When delving into the third level step, it displays the following information:

- Communication Type
- Recipients
- Timestamp
- Status - displays the updated status of the email directly from the email provider
- Details - contains the Provider Details button, which details the status received from the provider (see **Figure 10**)

NOTEIf you are using your own email provider, the status and details will not be visible.

- Attachments - enables you to download the email's attachments

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1781024006546.png)

**Figure 9: Email Communication Step**

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1781024313628.png)

**Figure 10: Email Details**

NOTEIf the Provider Details button is not available to you, upgrade your environment servers to version 57.8.0 or above. For additional information, please contact our support team. 

## Troubleshooting Scenarios

The following sections describe how to use the Transaction Logs screen for different troubleshooting scenarios.

### Viewing Transactions Status

(See **Figure 11**)

To display transactions and their status, perform the following steps:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778595857718.png)

**Figure 10: Displaying Transactions**

1. Select an **Environment** (1).
2. Set a **Date Range** (2).
3. Click the **Update** button (3).

*Result:*

A list of transactions appears (4).

NOTE

- If some or all transactions are not displayed after clicking the Update button, adjust the display filters and click the Update button again. If the Load more button appears, use it to load additional transactions.
- If you are looking for a specific transaction according to its Master RID or Request ID, search and copy the information using the Journey Tracker. Click [here](/v1/docs/journey-tracker) for additional information about the Journey Tracker.

### Investigating Failures Using JSON Files

(See **Figure 12** to **Figure 18**)

A transaction can have a כailed status due to issues with a service or services. To investigate failures using JSON files, perform the following steps:

**![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1776094773120.png)**

**Figure 12: List of Transactions**

1. Locate the desired failed transaction from the list and click it.

*Result:*

The service level list appears:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1776094838006.png)

**Figure 13: Error Message**

1. From the list (1), locate the failed service.
2. Read the **Error Message** (2).

NOTEIf the error message is not available, upgrade your environment servers to version 57.8.0 or above. For additional information, please contact our support team.

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1776094905962.png)

**Figure 14: Download Log**

1. Continue the investigation by clicking the three dots (3) and clicking the **Download Log** option (4).

*Result:*

A JSON file is downloaded.

1. Open the JSON file using software such as Notepad ++.

NOTE

- A JSON is unreadable without using dedicated software such as Notepad ++ or Microsoft WordPad. To continue, make sure you have suitable software.
- In our examples, we will use Notepad ++ with a JSON Viewer plugin and the Format Viewer option.

1. To learn about the failure using  the JSON file:
  1. Search for objects with keywords such as "null" or "false".
  2. Navigate to the bottom of the JSON file and search for the "error" field.

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1676543100055.png)

**Figure 15: JSON File Information Example**

1. To investigate the step/s of the service, click it (5).

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1776094956143.png)

**Figure 16: Failed Service**

*Result:*

The step level list appears:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1776095013407.png)

**Figure 17: List of Steps**

1. From the list (6), locate the failed step and read the **Error Message** (7).

NOTIf the error message is not available, upgrade your environment servers to version 57.8.0 or above. For additional information, please contact our support team.

1. Click the icon (8) to download the JSON file.

*Result:*

A JSON file is downloaded.

1. Open the JSON file using software such as Notepad ++.

NOTE

- A JSON file is unreadable without using dedicated software such as Notepad ++ or Microsoft WordPad. To continue, make sure you have suitable software.
- In our examples, we will use Notepad ++ with a JSON Viewer plugin and the Format Viewer option.

1. To learn about the failure using  the JSON file:
  1. Search for objects with keywords such as "null" or "false".
  2. Navigate to the bottom of the JSON file and search for the "error" field.

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1676545362930.png)

**Figure 18: JSON File Information Example**

NOTEThe information learned during the investigation can be used for internal troubleshooting. In case further assistance is required, please contact our support team and provide your findings.

### Viewing Email Status and Retrieving Attachments

(See **Figure 19** to **Figure 22**)

When a service includes an email communication through one of EasySend's default email providers, it is possible to view the status of the email and retrieve its attachments. To do so, perform the following steps:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778595923193.png)

**Figure 19: List of Transactions**

1. Locate the desired transaction from the list (1) and click it.

*Result:*

The service level list appears:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778596044677.png)

**Figure 20: List of Services**

1. From the list (2), locate the desired service with an email service and click it.

*Result:*

The service's step appears:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1781025245799.png)

**Figure 21: Step**

1. Click the **Provider Details** button (3).

*Result:*

The **Email Details** window appears:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1711461615938.png)

**Figure 22: Email Details Window**

NOTEIf the Provider Details button is not available to you, upgrade your environment servers to version 57.8.0 or above. For additional information, please contact our support team. 

1. Click the icon (4) to download the email attachment.

### Using Resume

(See **Figure 23** to **Figure 25**)

Resuming transactions will result in re-running all the actions and steps of the transaction’s last RID, and may have implications on user data, communications sent, and/or data storage. To use the Resume button, perform the following steps:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778596215430.png)

**Figure 23: Resume Button**

1. Locate the desired transaction and check its checkbox (1) (Repeat this step for any additional desired transactions).

NOTEYou can only resume failed or completed transactions.

1. Click the **Resume** button (2).

*Result:*

The **Resume Transactions** window appears:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1711462781463.png)

**Figure 24: Resume Transactions Window**

1. Click the **Run** button (3).

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778596268144.png)

**Figure 25: Resumed Transactions**

All actions and steps of the transaction's last RID start a re-run process. When the transactions appear again, a resumed transaction will appear at the top of the list, and its status will update according to the resume process result. The ![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1711463262007.png) icon will appear next to it.

NOTEIf the ![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1711463262007.png) icon does not appear, upgrade your environment servers to version 57.8.0 or above. For additional information, please contact our support team.

### Using Re-Run - Transaction

(See **Figure 26** to **Figure 28**)

Re-running a transaction will result in running all subsequent functions, actions, and services that occur at the end of the step as if the end-user clicked submit. The Re-Run option is accessible only for transactions with at least one step (RID) that have been completed or failed. To use the Re-Run button to resubmit a transaction, perform the following steps:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778596503592.png)

**Figure 26: Re-Run Option**

1. Locate the desired transaction, click the three dots (1), and then the **Re-Run** option (2).

NOTEIf the Re-Run option is not available, upgrade your environment servers to version 57.8.0 or above. For additional information, please contact our support team.

*Result:*

The **Re-Run Transaction** window appears:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1711472757534.png)

**Figure 27: Re-Run Transaction Window**

1. **Select RID** (3).
2. Click the **Run** button (4).

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778596566415.png)

**Figure 28: Re-Run Transactions**

All subsequent functions, actions, and services that occur at the end of the step are run again. When the transactions appear again, a re-run transaction will appear at the top of the list, and its status will update according to the result. The ![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1711463262007.png) icon will appear next to it.

NOTEIf the ![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1711463262007.png) icon does not appear, upgrade your environment servers to version 57.8.0 or above. For additional information, please contact our support team.

### Using Re-Run - Service

(See **Figure 29** to **Figure 32**)

The Re-Run button/option enables you to resubmit one service or more. This will result in rerunning all actions/steps and may have implications on user data, communications sent, and data storage. To use the Re-Run button to resubmit a service, perform the following steps:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778596938466.png)

**Figure 29: List of Services**

1. Locate the desired service from the list and check its checkbox (1) (repeat this step for any additional desired services).

NOTEPlease note that you cannot use the Re-Run button or option for In Webflow Integration services and Webhook services.

*Result:*

The **Re-Run** button (2) is now active:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778596846391.png)

**Figure 30: Active Re-Run Button**

NOTEPlease note that you cannot use the Re-Run button or option for In Webflow Integration services and Webhook services.

1. Click the Re-Run button.

*Result:*

The **Re-Run Services** window appears:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1711466447021.png)

**Figure 31: Run Button**

1. Click the **Run** button (3).

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778596776195.png)

**Figure 32: Re-Run Services**

All actions and steps of the service started a re-run process. When the services appear again, a new instance of the re-run service will appear at the top of the list, and its status will update according to the result. The ![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1711463262007.png) icon will appear next to it.

NOTEIf the ![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1711463262007.png) icon does not appear, upgrade your environment servers to version 57.8.0 or above. For additional information, please contact our support team.NOTE

- You can also use the Re-Run option by clicking the three dots and then Re-Run.![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1778596700617.png)
- The Re-Run option will not be available for In Webflow Integration services and Webhook services.

### Escalation to EasySend's Support

In some cases, after exhausting all self-troubleshooting options, you may be required to escalate the problem to EasySend's support. For example:

- If any of the features or capabilities are not available in your environment, you need to upgrade your servers. For additional information, contact EasySend's support.
- A transaction is in a Failed status, but all services are in a Completed status. In this case, try to resume or re-run the transaction (as described in the [Using Resume](/v1/docs/service-logs#using-resume) section and in the [Using Re-Run - Transaction](/v1/docs/service-logs#using-rerun-transaction)) or re-run its services (as described in the [Using Re-Run - Service](/v1/docs/service-logs#using-rerun) section). If the problem persists, contact EasySend's support.
- A transaction is in a failed status, and no services are visible. In this case, try to resume or re-run the transaction (as described in the [Using Resume](/v1/docs/service-logs#using-resume) section and in the [Using Re-Run - Transaction](/v1/docs/service-logs#using-rerun-transaction)). If the problem persists, contact EasySend's support.
- A transaction is in Processing status. In this case, wait for its status to change, but if the problem persists, contact EasySend's support.

## **Tagging**

(See **Figure 33** and **Figure 34**)

The Customer Name, Customer Email, Customer Phone, Customer ID, and Sender Name will be empty by default unless metadata tagging is performed. To perform the tagging:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1679571098404.png)

**Figure 33: Tagging 1 of 2**

1. Access the Model screen of the digital process.
2. Click the relevant data item for the name information (1).
3. Click **Metadate** (2).
4. Click the **Tagging** dropdown (3).
5. For example, click **customerFirstName** (4).

*Result:*

The data item is tagged:

![](https://cdn.document360.io/45e1a1b1-1964-46f1-939e-f40bde9b50fa/Images/Documentation/image-1679571211895.png)

**Figure 34: Tagging 2 of 2**

1. Repeat steps **1** to **5** until all the fields are tagged.
2. Perform a deployment.