Onboarding
Why a new user may see a Pending Approval screen, who approves access, and what to do if approval takes too long.
After you complete onboarding, you may see a screen that says your account is pending approval. This means your organization has a policy requiring an admin to manually review and approve new users before they get full portal access. It's a security measure to ensure only the right people gain entry.
The screen you're looking at shows:
- Your email address (the account that was invited).
- Your organization's name.
- A 3-step explanation of what's happening: you completed onboarding, your admin needs to review and approve your access, and then you'll be notified and can start using the portal.
- Two buttons: Check Approval Status (to see if you're approved yet) and Sign Out (if you need to leave).
Your organization's admin or super admin is responsible for approving new user access. They receive a notification when you complete onboarding and can approve you from the Users page in their portal. You don't need to do anything on your end. Just wait for them to review your onboarding information and approve your request.
Most organizations approve new users within a few hours or a business day. The timeline depends on how frequently your admin checks the portal. Some organizations have a dedicated person who processes approvals every morning. Others might only check once a week.
If you need faster approval, ask the person who invited you to give your admin a heads-up that you're waiting.
Click the Check Approval Status button to refresh the page and see if you're approved yet. The page will update automatically, so you don't have to keep clicking, but it's fine to check periodically.
Once your admin approves your access, you'll get an email notification. The next time you try to log in or visit the portal, you'll go straight to your Dashboard instead of seeing this pending approval screen. You'll have full access to the sections and features your role allows.
If your admin approved you but you're still seeing the pending approval screen, try these troubleshooting steps:
- Click Check Approval Status to refresh the page.
- Close your browser completely and log back in.
- Clear your browser cache and try again.
- Try logging in from a different browser or device.
If none of these work, your admin may need to troubleshoot on their end. Have them check the Users page to confirm you're marked as approved.
If more than a few business days have passed and you still haven't been approved, reach out to the person who invited you. They can contact your admin to ask about the status. Alternatively, submit a support ticket from the Support page (you can do this from the pending approval screen) and mention that you're waiting for account approval.
If you need additional help, reach out to your Account Manager or submit a support ticket from the Support page.
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