Session Oversight

Required permission: sessions.read (Support group)

The All Sessions page gives admins a read-only view of every notarisation session on the platform, across all notaries and clients.

Searching Sessions

Filter by:

• Date range
• Status: scheduled, in_progress, completed, cancelled
• Notary name or SCN
• Client name or email
• Session ID

Session Detail

Clicking a session opens the full session record:

Field	Notes
Participants	Client, notary, witnesses (if any)
Documents	Uploaded documents with signing status
Video	Session recording link (if retained)
Signing events	Field signatures, seal application, certificate generation
COI declaration	Whether the notary declared a conflict of interest
ENR check	Whether the notary's NPN status was verified at session start
Chat transcript	In-session messages
Evidence pack	Compiled session evidence (available to Pro+ clients)

Evidence Packs

Evidence packs are compiled records of a session for legal use. Admins can access them directly:

1. Open the session detail
2. Click Evidence Pack
3. Download the compiled PDF

Evidence packs include: session metadata, video link, signed document copies, audit trail, certificate.

Intervening in a Live Session

Admins cannot join an in-progress session as a participant — the session room is restricted to the booked notary, client, and any declared witnesses.

If a live session requires immediate intervention (e.g. a safeguarding concern, reported misconduct, or platform abuse), the escalation path is:

1. Pull up the session detail and note the notary's registered phone number and the client's email.
2. Contact the notary directly by phone to instruct them to terminate the session.
3. If the notary is unresponsive, use Cancel Session (see below) — this terminates the session from the backend and disconnects all participants within the current reconnect grace period.
4. Document the reason in the session's internal notes field and open a compliance case if a regulatory breach is suspected.

Disputed Sessions

If a client or notary disputes a session outcome:

1. Note the session ID from the complaint or support ticket
2. Pull up the session detail and evidence pack
3. Review signing events and COI declaration for irregularities
4. Escalate to compliance if a regulatory breach is suspected

Cancellation (Admin-Initiated)

Admins with sessions.write permission can cancel a session at any status: scheduled, in_progress, or pending_payment.

To cancel a session:

1. Open the session detail from Sessions → All Sessions.
2. Click Cancel Session in the top-right action menu.
3. Enter a cancellation reason — this is required and is sent to both the notary and client by email.
4. Confirm. The session status changes to cancelled immediately.

What happens after an admin cancellation:

Participant	Effect
Client	Receives cancellation email with the reason. Refund is processed automatically via Paystack — full notarisation fee refunded regardless of timing (admin cancellations are not subject to the normal 6-hour penalty). Service charge and VAT are non-refundable.
Notary	Receives cancellation email. The session is removed from their calendar. No penalty is applied unless the cancellation is disciplinary — note this separately in the compliance log if so.

Admin cancellations are logged and audited

Every admin-initiated cancellation is recorded in the audit log with the cancelling admin's name, timestamp, and reason entered. Use this power only when operationally or regulatorily necessary — it is visible to compliance reviewers.