Recover when a workflow gets stuck

Identify the exact point of failure #

Note the account perspective, page, check or order reference, and visible message. Distinguish a page that never loaded from a validation error, an unavailable action or a save that did not complete.

Do not include identity documents, passwords, tokens or card details in a support or AI message. A reference and a concise description usually provide a safer starting point.

A page is missing or access is denied #

Confirm you are signed into the correct account and organisation. Reopen the record through Dashboard instead of an old action URL. A role change, revoked invitation, expired signing link or unavailable workspace can legitimately prevent an action.

Do not alter identifiers in URLs or use another person’s account to bypass the restriction. Ask an authorised administrator or Support to review access.

A save or answer was interrupted #

Reload the current record once and inspect its saved state before repeating the action. For an AI answer, use Retry to recover the same question. For an approval, inspect the card’s receipt; a completed proposal should not execute again.

For a payment, use the existing order’s status before beginning another checkout. For an upload, reopen the document stage and check whether the file was acknowledged.

A proposal is stale or expired #

Prepare a fresh proposal so the current values, target and effects are visible. Read it again before approving. Expiry is intentional: an old card should not remain a permanent authorisation to change a record.

Escalate with useful context #

Explain what you expected, what happened and what you already checked. Include the exact error wording and approximate time. Continue using the existing check or order unless the authorised workflow specifically instructs you to replace it. The synthetic demo is useful for explaining a screen, but its example state does not diagnose a real customer record.

Detailed walkthrough #

1. Find the matching guide

Open Help from the screen where you need assistance. Use Help for this page or search for the visible field or section name. Written guidance remains in the overlay so you can read it without abandoning the underlying task.

2. Check the earlier stage

Read the stage rail and identify which earlier step is incomplete or locked. Follow the stated next action before attempting the later stage again. If the sample is read-only, it is there for inspection and cannot be unlocked by repeatedly clicking.

3. Recover a walkthrough

If a tutorial cannot find its highlighted component, use Retry after the page has loaded. Back returns to an earlier step; Skip step lets you continue past an unavailable sample. A paused walkthrough can resume from Help; include its title and step when reporting a persistent problem.

Practise this section #

Open Help & tutorials, select this guide and choose Start practice walkthrough. Read each highlighted component before continuing. Use Back to revisit an explanation and Retry if a sample has not loaded. The walkthrough uses fictional records; do not enter real applicant information.

Use Exit tutorial to leave and keep your place, then Resume walkthrough in this guide to continue. When returning from practice to a real workspace, review the actual record and your permissions before making a change. Tutorial completion does not perform the underlying task.

Before using this guide #

Stay on the screen that needs help and note its section, visible message and check reference. Save any editable work before intentionally leaving for practice.

Worked example #

If a tutorial cannot find a target after navigation, wait for loading and use Retry. If a real check is locked, inspect the stated workflow status instead of assuming that restarting the tutorial will unlock it.

Guided component walkthrough #

Each component has one short guided step. Read the explanation, then choose Next; Back revisits the previous component. The cursor only demonstrates useful navigation or an explicit action. Replay action repeats that demonstration, and Skip animation keeps the explanation. Use this written guide for feature details.

Help for this page

• Help for this page: Help & tutorials opens the guide for whichever page you are on, so an unfamiliar screen explains itself.
• Help stays near your work: Help opens guidance for the section you are viewing. Use the relevant section guide to investigate a specific control, then return to the same workspace when you are ready.
• Find the matching guide: Open Help from the screen where you need assistance. Use Help for this page or search for the visible field or section name. Written guidance remains in the overlay so you can read it without abandoning the underlying task.

A stage will not open

• A stage will not open: Stages unlock in order, so one that refuses is usually waiting on an earlier stage. The rail shows which.
• Find the blocked stage: Read the name of the unavailable stage and inspect the preceding requirements. The stage rail is navigation; repeatedly clicking a locked stage does not complete missing information.
• Check the earlier stage: Read the stage rail and identify which earlier step is incomplete or locked. Follow the stated next action before attempting the later stage again. If the sample is read-only, it is there for inspection and cannot be unlocked by repeatedly clicking.

Start again from the top

• Start again from the top: When a screen looks wrong, return here. A paused walkthrough keeps its place and can be resumed from Help.
• Recover a walkthrough: If a tutorial cannot find its highlighted component, use Retry after the page has loaded. Back returns to an earlier step; Skip step lets you continue past an unavailable sample. A paused walkthrough can resume from Help; include its title and step when reporting a persistent problem.

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