Review and Troubleshoot Onboarding
Inspect client progress and resolve blocked onboarding steps.
Open Automations > Onboarding Flows and select Active or History. Search for the client or flow and open the run to see its status, completed step count, individual steps, and Activity.
Manage progress
Pause prevents the client from continuing; Resume continues the existing progress. Cancel stops the run without undoing already-completed forms, bookings, uploads, or other work.
Use the existing run when following up. Starting a second run creates a separate journey. Template updates apply to new runs; inspect existing runs separately after changing the template.
Resolve common problems
| Problem | Next check |
|---|---|
| Client cannot enter | Confirm the invited contact, sign-in account, and portal access. |
| No invitation received | Check the recipient address and email delivery result; existing clients may already have access. |
| No published template to start | Open Templates, complete the configuration, and publish. |
| Step is waiting after the previous one | Check its delivery setting and the Workflow responsible for releasing it. |
| Checklist cannot publish | Check team-owned tasks against the completion rule. |
| Upload cannot complete | Check required requests, allowed types, size, count, and destination folder. |
| Media prevents publication | Re-upload the affected media for private portal access as requested. |
| Form or booking did not advance | Review the linked submission or appointment, then the step's status. |
| Activity failed to load | Reload; the progress panel may still show the current step state. |
Review the client outcome
The run's status is one part of the result. Inspect the submitted information, uploaded files, bookings, and access that the flow was meant to provide. Do not mark unrelated work complete solely because the client reached the final page.
When asking support for help, include the flow name, run ID, client account, step title, exact error, and time. Share private client details through the appropriate support channel.