Submission Not Displaying in Compliance HQ

On rare occasions, a submission made by a user may not appear in a reviewer’s queue. A reviewer might still receive a “Your Approval is Required” email at the end of the day showing submissions that require review, but these submissions do not appear in Compliance HQ.

TABLE OF CONTENTS

• 1. Checking Queue Counts
• 2. Verifying Before Escalating
  • In conclusion:
• 3. Identifying a Content Submission Bug
• 4. Required Information for Reporting a Valid Bug 
• 5. Escalation

1. Checking Queue Counts

While logged in to Compliance HQ, review the queue names listed in the left column. 

A number next to a queue name = the number of pending submissions for that queue.

If no number appears next to the queue name, this usually means:

• The content was approved by another reviewer, or
• The submission was cancelled or deleted by the submitting user.

2. Verifying Before Escalating

Before escalating to your marketing team or Veriday Support, confirm the submission’s status in the History section: 

1. Log in to Compliance HQ.
2. Select History from the left-hand menu.
3. Click the date range in the top-left corner and adjust it to include the submission date (e.g., a 5-day window around the submission date).
4. Select Apply to filter and view only submissions within this date range.

If another reviewer has approved or rejected the submission, the reviewer’s name will appear alongside the approval/rejection in the history.

• If another reviewer approved or rejected the submission, their name will appear alongside the approval or rejection entry in the History.
• If the submission does not appear in the History, it was likely removed by the submitting user.

In conclusion:

If a queue does not display a pending count and the submission either appears as approved/rejected in the History or does not appear there at all, no further action is required.

3. Identifying a Content Submission Bug

A content submission issue (stuck in Submitted or Pending) is only considered a bug when:

• "Your Approval is Required" emails are received but the submissions do not display in the Compliance HQ.

• Compliance HQ shows a number of submissions in a specific queue or in All Queues,

• but one or more of those submissions are missing from the display and/or the queue is inaccessible.

Note: A queue may be labelled as inaccessible when the loading screen continues to spin for a minute or more.

Example:
The All Queues / Northern Ontario section shows “7” items, but the queue fails to load any of them.

This is a valid bug because there are confirmed submissions that should display but do not.

4. Required Information for Reporting a Valid Bug 

When reporting a valid content submission bug, please include:

• A copy (preferably a screenshot) of the most recent or relevant “Your Approval Required” email.

• Note: Screenshots are preferred over .eml files, as .eml files can cause opening issues and delay resolution.

Without this email, the support team cannot troubleshoot or identify the submission source.

5. Escalation

Once you have confirmed the issue is a valid bug, escalate it by:

• Notifying your marketing team, or

• Contacting Veriday’s Advisor Support Centre at service@veriday.com