Troubleshooting client questionnaire links, access errors, and login confusion

Troubleshooting client questionnaire links, access errors, and login confusion

Overview

Explain how client links work and what to check when a client cannot open or continue a questionnaire.

Use this article when the issue matches the title above. If the issue affects an urgent filing deadline, contact VisaFlo support directly after collecting the details below.

First checks

1. Refresh the page and try the action again.
2. Confirm you are in the correct workspace.
3. Confirm the correct client and case are selected.
4. Try Chrome if you are using another browser.
5. If browser behavior seems unusual, try an incognito window.
6. Take a screenshot before leaving the page.

What to send support

Include:

• Workspace email.
• Client or case name.
• Case ID if available.
• Page or tab where the issue happened.
• Exact action you took before the issue.
• Screenshot or screen recording.
• Browser and operating system.
• Whether the issue happens for one case or multiple cases.

What this article helps with

• Identifying whether the issue is case-specific or workspace-wide.
• Gathering the details support needs to reproduce the issue.
• Trying basic browser and workspace checks before escalating.
• Avoiding repeated back-and-forth when an urgent case is blocked.

Next step

If the issue continues after the first checks, send the details above to VisaFlo support so the team can reproduce it quickly.