Troubleshooting · Article 3 of 8

Customer or contact not receiving invoice approvals

If a customer or contact tells you they aren't receiving invoice approval requests, walk through these checks in order.

4 min read Last updated April 2026

Step 1 — Check who is configured to approve

Open the customer's profile. Look at Invoice approval in the sidebar.

Step 2 — Check the approval channel

Each approver has a channel — email, SMS, app notification, or none.

Check Approval method in the sidebar. If set to None, no approval request is sent even if an approver is configured.

Step 3 — Check contact details are correct

If channel is email, check their email address is correct on their contact record. If SMS, check the phone number.

Typos are the most common cause of missing approvals.

Step 4 — Check for a blocked email address

Navigator stops sending emails to blocked addresses. A blocked email address is shown with a red Errors alert on the profile.

If blocked, see Blocked email address for how to diagnose and unblock.

Step 5 — Ask them to check spam / junk

Approval emails come from your account's sender address. Some providers filter these to spam, especially first time.

Ask them to check spam, junk, or promotions folders and mark the sender as safe.

Step 6 — If on SMS, check delivery status

If approvals go via SMS, check the message record in Navigator for delivery status.