Published 25 October 2026, Updated 25 October 2026
| Situation | What to check |
|---|---|
| The page or the mobile button is missing | Ask an administrator to add you to Authorized users or Administrators. |
| The Settings tab is missing | Only administrators see it. |
| I cannot edit Signed / Sign the case is missing | Only the authorized agents of that case type can sign. |
| Candidate does not exists or is inactive or does not have a licence number… when adding a case | The member is inactive, has no licence number in the profile, or already has a case of this type. |
| Send a request and Delete the case disappeared | The case is signed. Remove the signature first if this was a mistake. |
| Send completion notification is missing | The case is not signed yet, or the case type has no completion text. |
| A case is marked overdue | It is open, not completed and older than the overdue delay. Complete or close it, or ask an administrator to adjust the delay. |
| No recipient has an email address | None of the recipients has an email address in their profile. |
| A file cannot be opened | It is locked or your credentials do not allow it. |
Daily checklist for the licensing team
- Open the Licenses tab (or tap Overdue and Priority on mobile) and start with overdue and priority cases.
- Update the checklist of the files you received and upload the documents to the case.
- Send a request when something is missing and set Waiting applicant answer or Waiting applicant payment.
- Make sure accounting acknowledged the case before it is signed.
- After signature, add the competency, send the completion notification and follow the delivery until Completed.