Troubleshooting
What goes wrong with Approval Matrix Pro, how to recognise it, and what to do.
The Request Approval button is not on the record
No matrix matches it. Check, in this order:
- Is the matrix active? An inactive matrix stops matching immediately.
- Is it for the right model? A Sales Order matrix never matches an invoice.
- Do all the conditions match? Conditions are ANDed — one failing condition rules the whole matrix out. Open the matrix and read them against the record field by field.
- Same company? Matrices are company-scoped by record rule. A matrix in another company is invisible here.
- Is there already a request? A record that has one does not offer to raise a second.
"This record is waiting for approval and cannot be changed"
Working as intended. The matrix has Lock during approval on, and the record is pending.
Withdraw the request, make the change, and raise it again. The withdrawal and the resubmission both appear in the history, which is the honest record of what happened.
Chatter, activities and followers stay writable while locked, so you can still discuss it.
An approver cannot see the request
They are almost certainly not in the Approval User group. Being named on a level does not grant access on its own — the group is what lets them read requests at all.
Settings → Users & Companies → Users → the user → Approvals → Approval User.
The request went to the wrong people
Levels are climbed in Sequence order, not in the order they appear on screen if the sequences are equal. Give the levels distinct sequences — 10, 20, 30 — and the order becomes unambiguous.
A second matrix should have applied and did not
Only one matrix governs a record: the matching one with the lowest Priority number. There is no stacking. If you need two independent sign-offs, put both as levels of one matrix rather than as two matrices.
The deadline passed and nothing happened
Check the level's Escalate to is set — with nobody named, there is nobody to notify. Also check the scheduled action Approvals: escalate overdue requests is active under Settings → Technical → Scheduled Actions; overdue detection runs there.
Note that nothing is supposed to happen to the request itself. Deadlines escalate; they never approve.
Rejection sent it back to the start instead of the previous level
That is the design. A rejection ends the request. Resubmitting starts from the first level, because the earlier approvals were given for a version of the record that no longer exists — carrying them forward would record people as having approved something they never saw.
The override button is missing
Three things have to be true: you are in Approval Administrator, the matrix has Allow override ticked, and the request is still pending. The administrator group is deliberately separate from the manager group — designing rules and forcing decisions past them are different powers.
Everything approved but the sales order is still in draft
Check the order's state was draft or sent when the last approval landed. An order already cancelled is not confirmed by an approval. The confirmation runs as part of the final approval, so if the order was changed in between, look at the chatter for what happened.
An invoice was approved but not posted
Working as intended, and not a missing feature. Posting has period and sequence consequences. The approval says the spend is authorised; the accountant posts it.