Troubleshooting Approval Issues for Approvers

If you have approvers who are unable to view, access or approve requests sent via email, you can troubleshoot the possible causes using the steps below. 

Redirected to Sign In Page

While you may invite some contacts into Karmly to manage their approvals in bulk, most contacts don't need to sign in to Karmly to approve timesheets. Instead, they can approve time directly from the email, as detailed here: Approval Requests for Clients

If a client is trying to click the View Time Entries or Approve Time buttons and is being redirected to the login screen, this is usually due to the URL they follow being invalid. This means Karmly doesn't know where to send them and reverts to the login page as a default.

This most commonly occurs if the client has email security software which applies redirects or adds other information to the URL, which causes it to be invalid.

Some good troubleshooting steps for the client to try include:

• Try on a different device and network (e.g. on mobile while disconnected from the WiFi)
• Try right-clicking on the button and copying the URL, then paste that into the preferred browser
• If that still doesn't work, get them to forward you a copy of the approval email and the URL they copy/pasted, then send that through to us at Karmly support

Blank screen, spinning clock or error messages

If an approver is experiencing technical difficulties such as a blank screen, spinning clock, or the error message seen below when they try to approve time, their current network, browser or device is likely blocking access to Karmly. 

This can occur both in cases where an approver is clicking the buttons from the approval request email, or trying to sign in (if you've granted them login access).

The best way to confirm the nature of the issue is for them to try the same action on a different device, different browser, and ideally different network connection. e.g. try viewing the request on their phone while connected to data rather than WiFi, or trying signing in from a device at home rather than at work. 

Assuming this works, that will confirm that it was something on the original device or network causing the issue.

To resolve the issue on the original device, they can try marking karmly.com and invoxynode.azurewebsites.net as safe sites in their browser settings. However, these issues are more commonly related to network settings, in which case they'll likely need to reach out to the IT team and have them mark those as safe sites in the network or firewall settings.