Fix common Request problems

Find the cause of missing Requests, publish errors, wrong portal sections, and hidden responses.

First, check your app version. Save drafts and let uploads finish before leaving this page.

Then check the Request's status, account, audience, conditions, and dates.

Why can't my client see a Request?

Check these items in order:

The Request must be Published. Draft and Scheduled Requests are hidden.
A scheduled publish date must have passed.
The client needs active portal access to the Request's account.
For a private Request, the signed-in client must be the one selected person.
The Request must not be deleted.

If a published non-private Request is assigned to someone else, ask the client to check Open Requests, not only For you.

Why is it under “For you” or “Open Requests”?

For you contains account-wide Requests and Requests assigned to the signed-in person.
Open Requests contains visible, non-private Requests assigned to someone else on the same account.
Completed Requests contains finished Requests.

These sections do not create separate copies. People who can open a Request share its saved answers.

Why can't I publish or schedule it?

Add at least one field to the form.
If an older Request still has a required locked question, review its Required setting and any condition that hides it. Unlock it before changing its answer in Prefill. Review answer locks.
Choose a future publish time for Later.
Set the due date at or after the publish time.
Choose a valid account audience.
Reopen a completed Request before trying to publish it again.

If the form says it is empty, return to the builder, add a field, and try again.

Why did a reminder not send?

Reminders need a due date. Sydnee skips reminder times that are already past. It also stops pending reminders when the Request is not Published or when it is completed, archived, or deleted.

Check the Request's Email & Reminder Log. Also confirm the recipient is active and has a working email address.

Why is a response missing?

Switch between Form and Timeline.
Turn on Live Updates or refresh the page.
Check whether a condition hides the field or its Section.
A sensitive Short Text answer is masked until a team member reveals it.
Make sure you opened the right client account and Request.
File uploads appear in the Request and in its Request Files folder.

A hidden client question stays out of client progress and completion checks, the Form view, and the answer Timeline while it stays hidden. An older required locked question may still need a team answer. New answer locks clear Required.

Why can't the client finish?

Open Request Summary and look for required questions. Every shown required question the client can edit needs an answer before they can select Complete Request. For older required locked questions, review the Required setting or unlock the answer before changing it in Prefill.

If all required answers are present but optional fields remain, the client can finish the Request. If every shown client-editable answer field has an answer, Sydnee completes it automatically.

Why can't a client change one answer?

A locked answer is read-only for clients. Your team can open Prefill and unlock it before making a change. If protection changed while the client was typing, ask them to keep their unsent text before refreshing. Review question protection.

Why won’t a privacy or account change save?

If Sydnee says older uploads need review, keep the current privacy and account settings. Contact support to match or separate those files. Repeating the save or deleting files is not a safe fix.

A Request with uploaded files stays in its current account. Keep it there, or duplicate the form in the other account. The copy starts without answers or uploads.

See how Request privacy affects uploaded files.

Still stuck?

Record the Request title, client account, current status, and the exact error. Do not include a revealed sensitive answer in a support message.