Restore access to an expired client request without creating new work

Recover access to the existing request

Restore access while keeping the original outstanding items and history, so the client can finish the task they already understand.

Your request system handles the chase. When the reply contains supplier invoice PDFs that need to become an Excel schedule, try ParseMill for that next step: extract, review against the source and download a workbook. Reminder scheduling stays in your current tools.

Karbon: Client Requests describes Karbon access-link and resend behavior. TaxDome: Folder permissions explains document access boundaries in TaxDome. The controls differ between products, so use the current instructions for the actual system rather than assuming a forwarded link or disabled sign-in requirement is an appropriate workaround.

Check why access failed

Record the request reference, intended contact, error observed and whether the work is still open. Ask whether the client changed device, followed an older message or lost their account access. Do not collect credentials or copy private access tokens into a tracking sheet.

Confirm that the requested evidence remains needed before restoring access. A completed or withdrawn requirement may not need to be reopened merely because an old link no longer works. If the client needs to correct a completed response, assign the reopening decision to the responsible owner.

Follow an access-recovery example

Synthetic example: request R112 has two accepted items and one outstanding settlement report. The client opens an old link and sees an access error.

After a successful recovery, the next milestone is still evidence arrival and acceptance. Access restored should not appear as document received.

Preserve the communication boundary

Send the renewed access route only through the approved recipient process. Do not forward a private link to a different person because they happen to be available. If responsibility changed, perform the contact and permission handover first.

Inspect reminder schedules after resending. Native systems may change access validity or reminder counters when a request is resent. Avoid restarting repeated messages unintentionally. Record the recovery action and the next planned contact so staff do not interpret the resend as a fresh first request.

Verify the original workflow resumes

Check that new uploads attach to the original requirement, that accepted items remain accepted and that the client sees the current wording. Confirm the staff owner can access the response and that no duplicate request remains active from an earlier recovery attempt.

Trial the process with a harmless expired or otherwise inaccessible test request where the system permits it. the related workflow guide explains reminder accuracy; the workflow audit checklist can record access failures and recovery touches. If these failures recur, clearer portal instructions may be more useful than more frequent reminders.