Portal troubleshooting
Fix the common portal problems: link not working, no email, upload blocked, submission not showing.
The employee says the link does not work
- Check the expiration date on the profile. Expired links stop working — regenerate to issue a new one.
- Confirm the link was not revoked.
- Confirm the employee portal is still enabled in Settings.
- Confirm they copied the whole URL. Truncated links fail.
The link cannot be emailed
ComplyNestly can only email a link when the employee has an email address on file. If none exists, the profile says so — add the address, or share the link another way.
The employee cannot attach a document
Check whether Allow employees to upload documents (not just enter details) is enabled in Settings → Employee Portal. When it is off, employees can enter details but not attach files.
A submission does not appear
- 1Check the Action Center for a submission review item.
- 2Check the employee's profile, which shows an in-flight renewal as Renewal pending or Renewal submitted.
- 3Confirm the employee actually submitted rather than only opening the link.
- 4If you are a manager, confirm the employee is at a location assigned to you.
The employee was not told the outcome
Outcome emails are sent only when Email employees when their submission is approved or rejected is enabled, and only to an address on file. Check both.