Common issues with requests, disbursements, and approvals — and how to reach support when you're stuck.
If Submit for Approval fails on a Payment Request or Retirement Request, check:
An "Insufficient cashbook balance" message means the branch's Cashbook doesn't have enough recorded balance to cover the payout. Record a manual receipt to top it up, then try again.
Visibility in Flow Ledger is branch-scoped — see Branch-scoped visibility. If something you expect to see is missing, it's usually because your account is scoped to a single branch rather than a branch and its descendants, or because your role is missing the relevant permission. Ask an administrator to check your role under Roles & Permissions.
Check the Approval Progress stepper on the request. A stage marked Blocked has no independent eligible approver—it may be that the only role holder submitted the request, already acted at another stage, or doesn't match the stage's department or branch restriction.
Ask an administrator to assign a different user to one of the stage's existing primary or fallback roles under Settings → Users and confirm that user's department and branch under Organisation → Staff. A user who can edit workflow templates can then open the Payment Request or Retirement Request and click Retry approver resolution. The stage becomes Active when someone qualifies; otherwise it stays blocked and no later stage proceeds.
If the workflow version attached to the request has no usable fallback role, choose Add one-request fallback, select an eligible role, explain the exception, and apply it. This recovers only that request. Follow the persistent Main workflow update required notice to add the same fallback to a draft, then publish the draft to prevent future requests from becoming blocked. See Keeping approvals independent.
If you're still stuck, reach out with a description of what you were trying to do, any error message shown, and — for a request issue — the request number.
