You have sent an authorisation request to your client, but the status remains "Pending". There can be several causes. In most cases it is easy to resolve.

The most common cause: the email with the authorisation request has not arrived at the client. This can happen because the email ended up in the spam folder, was blocked by a strict email filter, or because the email address provided is incorrect.

What you can do: ask your client to check the spam folder. Also verify that the email address you provided is correct. Is the address incorrect? Withdraw the request and send a new request to the correct address.

The client received the email but has not clicked the activation link. The email may have been overlooked, or the client may not know exactly what is expected.

What you can do: contact your client briefly and explain that they need to click the link in the email to accept the request. You can also resend the request via the platform, so the client receives a fresh email.

The client followed the activation link and sees the request, but has not yet clicked "Accept". This can happen if the client first needs to create an account or add the organisation to their environment.

What you can do: ask your client if there is a step where they are stuck. Creating an eConnect account and adding an organisation normally takes a few minutes. If the client needs help, refer them to Accept authorisation.

If the client declines the request, you receive a notification. In that case the status of the request changes. With an active decline the request disappears from the "Pending" list.

You can resend an authorisation request via the platform. You do not need to withdraw the original request first; a new request to the same email address replaces the previous one. The client receives a new email with a fresh activation link.

Tip: before resending the request, call or email your client. That way you know for certain the address is correct and your client knows what is coming.

There is no fixed deadline within which a client must respond. Most clients accept the request within a few business days. If it takes longer than a week, it is advisable to get in touch.

Unable to get the request accepted? Contact support for help.

• Link a client via the authorisation request
• Accept your accountant's authorisation request
• Cancel or withdraw an authorisation request