Common contribution issues
Instant points didn't appear
Symptoms: Submitted contribution but no points in balance
Causes & Solutions:
1. Contribution failed to submit - Check for confirmation message after clicking Submit - Look for contribution in Dashboard → Recent Activity - If missing, try submitting again
2. Assist has no instant points configured - Some Assists only award outcome points - Check Assist details for point breakdown - Ask admin to configure instant points if expected
3. Database trigger failed (rare) - Refresh page and check balance again - Check Points History for ledger entry - Contact admin if still missing after 5 minutes
Outcome points didn't appear
Symptoms: Approval says "approved" but points not in balance
Causes & Solutions:
1. Approval still pending - Go to Dashboard → Contribution History → View Details - Check approval status badge (yellow = pending, green = approved) - If pending, reviewer hasn't acted yet
2. Need more info requested - Status shows "Need More Info" - Read reviewer's feedback note - Click "Resubmit" with additional context - Points awarded only after re-approval
3. Approved but points not awarded (database issue) - Very rare—contact admin immediately - Provide contribution ID and approval ID - Admin can manually award points via ledger
File upload failed
Symptoms: Upload button spinning forever or error message
Causes & Solutions:
1. File too large - Maximum size: 10MB per file - Compress PDFs or images before uploading - Split large documents into multiple files
2. Unsupported file type - Supported: PDF, DOC, DOCX, ODT, TXT only - Images (JPG, PNG) NOT supported for contribution attachments - Convert to PDF if needed
3. Network timeout - Try uploading again with better connection - Use wired connection if available - Upload from desktop rather than mobile
4. Storage permission issue - Contact admin to check storage bucket permissions - Rare—usually a configuration problem
Can't find my contribution
Symptoms: Submitted but can't locate in history
Solutions:
1. Check Recent Activity - Dashboard → Recent Activity section - Shows last 20 contributions across workspace
2. Filter Contribution History - Dashboard → Contribution History (full view) - Filter by Assist type, date range, status - Search by contact name or keywords
3. Wrong workspace - If you're in multiple workspaces, switch workspace selector (top nav) - Contributions are workspace-specific
Approval request stuck "pending"
Symptoms: Requested approval days ago, no response
Solutions:
1. Reviewer hasn't seen notification - Message reviewer directly (email or Slack) - Include contribution link for easy access - Reviewers get digest emails, may not check daily
2. Wrong reviewer assigned - Check Assist details to see who's assigned - If reviewer left company, contact admin to reassign - Admins can approve any Assist regardless of assignment
3. Outcome not yet verifiable - Reviewer may be waiting for confirmation (e.g., meeting to actually occur) - Provide evidence: calendar invite, CRM entry, email thread - Follow up after outcome fully happens
Resubmission not working
Symptoms: Clicked "Resubmit" but nothing happens
Solutions:
1. Additional context required - Modal requires text in "Additional Context" field - Can't be blank—explain what changed or what evidence you have - Click Submit after filling field
2. Already resubmitted - Check if new pending approval exists - Old approval stays in "need more info" state - New approval is separate record
Can't edit contribution after submitting
Expected behavior: Contributions are immutable after submission
Workaround:
- Submit a new contribution with corrected info
- Add note: "This replaces contribution #123 with corrected details"
- Ask admin to void old contribution if needed
FAQs
How long do reviewers have to approve? No time limit—approvals stay pending indefinitely. Best practice: follow up after 3-5 days.
Can I delete a contribution? No—contributions are permanent records. Contact admin if you submitted by mistake.
Why was my approval rejected? Reviewers must provide feedback when requesting more info. Read their note for specific reasons.
Can I have multiple pending approvals? Yes—each outcome step is independent. You can request approval for multiple contributions simultaneously.
What if I'm blocked by weekly limits? Limits reset Monday 00:00 in your local timezone. See Weekly contribution limits for details.
Still need help?
Contact your workspace admin with:
- Contribution ID (from contribution detail page)
- Screenshot of error message
- Description of what you expected vs. what happened
