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 — it shows exactly which stage is currently active. If a stage has been active for a long time with nobody acting on it, it's worth confirming with an administrator that at least one user actually holds the role assigned to that stage — a stage with no eligible approver will sit active indefinitely, since there's no automatic escalation. See Configuring stages and parallel groups.
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.
