Renewal or portal access issues
Secure links that do not work, requests that cannot be sent, and submissions that never arrive.
The link does not work
- Check the expiration date shown next to the active link and regenerate if it has lapsed.
- Confirm the link was not revoked.
- Confirm the employee portal is still enabled in Settings.
- Confirm the whole URL was copied — truncated links fail.
- Confirm the employee is using the newest link, since regenerating invalidates the previous one.
A renewal request cannot be sent
- Add an email address to the employee record. Without one, ComplyNestly cannot email the link.
- Check whether a request is already open. Only one active request exists per credential; the profile links to the existing one.
- Confirm you are on a paid plan, since renewal workflows are a paid feature.
The employee submitted but nothing appeared
- 1Check the Action Center for a submission review or renewal review item.
- 2Check the Renewals page under Pending review.
- 3Check the employee's profile, where the credential row shows Renewal submitted.
- 4If you are a manager, confirm the employee is at one of your assigned locations.
The employee cannot attach a document
Allow employees to upload documents (not just enter details) may be off. With it off, employees can submit details but not files.