If an applicant contacts you and indicates that they cannot find the application in their account, there are a few things that you can check on your end to help them find the application.
Below are the reasons why a user may not be able to find an application, as well as the things you can do as an admin to assist them.
The user does not have access to that application.
The user is in the wrong applicant account.
In some cases, organizations have several applicant accounts that have been created by multiple staff members over the years. If an applicant is unable to find the application in their applicant account, it’s possible that the application was submitted in the account of someone else with their organization.
As an admin, you can check to see who owns the application.
Find the application on your end, then click into the first tab. Scroll down slightly, then check to see who is listed as the Application Contact. The email address listed in the section is the one that is associated with the applicant account, and therefore should be the account that is used to access the application. If other folks need access to the application, the applicant account owner should either share their login credentials or add other users as collaborators.
The user is a collaborator and has not been given access to the application.
Collaborators have access to any application on which they’ve been invited to work. If they aren’t able to see an application in their account, they haven’t been given permission to access it.
As an admin, you can check to see who has been invited as a collaborator on the application and what sections they can work on.
Find the application on your end, then click into the first tab. Scroll down the page to the Collaborators section. There, you’ll see a list of any other users who have been invited to collaborate on the application. Refer to the checkboxes in the Access section to see what sections they have access to.
- Application – The user can access and work on the fields in the application, including the pre-application, application questions, budget, tables, and documents tabs. They cannot edit the applicant or organization information fields in the first tab of the application. They also cannot submit the application.
- Contract – The user can access the contract tab and input a signature.
- Reports – The user can access the report tabs and complete and submit the reports.
- Financial – The user can access the financial tab and submit invoices.
Applicants control who has access to their applications, so they are the only users that can add new collaborators or update the access of existing collaborators.
The application is approved but has not been marked ‘notified’.
If you’ve alerted your applicants that you’re ready for them to sign the contract or submit invoices or reports and you hear back from an applicant saying that they cannot see the application in the Approved section of their account or they can’t see the post-decision tabs in the application, you have not yet marked that application ‘notified‘.