This article shows you how to track a Secure Document Delivery after it's sent — who received it, who opened their document, and what to do when something didn't go through.
To open a delivery report, navigate to Mass Communication > Secure Document Delivery and click the delivery in the list. The report has two tabs: Delivery Report and Report Details.
Delivery Report tab
This tab is a read-only record of what was sent.
Summary: Shows the delivery name, template used (click the template name to open it), who created the delivery, when it was sent, its status, the verification method, and the expiration date with days remaining.
Source Document: The original PDF uploaded for the delivery. Click Download to save a copy.
Notification Templates: The exact email and SMS messages that were delivered to recipients. Toggle between the Email and SMS tabs to view each.
Report Details tab
This tab shows how the delivery is performing.
Status overview: Three cards at the top break down results:
Recipients — how many recipients have Opened their document, how many links have Expired, and how many recipients are Locked out
Email — how many emails were Delivered, Sent, or Failed
SMS — the same breakdown for text messages
What each status means
Sent — the message was dispatched, but delivery hasn't been confirmed yet
Delivered — the email provider or phone carrier confirmed the message arrived
Opened — the recipient viewed their document. This is the goal!
Failed — the message couldn't be delivered (for example, a bad email address or unreachable phone number)
Expired — the secure link reached its expiration date before the recipient viewed the document
Locked — the recipient failed identity verification 5 times and is locked out until an admin resets it
Recipients table
Below the status cards, every recipient is listed with their student, student ID, contact info, and current status. Use the search bar to find a recipient by name, student, student ID, email, or phone, or use Filter to show only a specific status.
Click the menu on any row to view that recipient's detailed email or phone activity, including timestamps for each step.
Resetting a locked recipient
If a parent is locked out after 5 failed verification attempts, they can't try again until you reset the lock. Find the recipient in the table (filter by Locked to find them quickly), open the row menu, and choose Reset Verification Lock. Confirm, and they can try again right away.
🟢 Tip: A locked-out parent usually means they're entering the wrong value — for example, a nickname instead of the student's legal last name. It's worth a quick call to confirm what they're entering before resetting, so they don't lock themselves out again.
Exporting a report
Click Export Report in the top right corner to download the full delivery report, including per-recipient delivery details for each channel and a copy of the source document.
ℹ️ Looking for how to send a delivery? See Send a Secure Document Delivery.