What the client reports
They cannot see Approve or Request changes on a file in Portal, or they cannot send feedback.
Why it happens
The file must be shared and In review for the review buttons to appear. Request changes also needs a written note.
If the file is in review but the person still cannot decide, check their access. Owner includes work approval within the allowed relationship scope. A Member needs Approver or Admin. Member or Finance alone can read permitted files but cannot approve or request changes. Configured access does not require company Membership. Agency previews cannot make review decisions. For legacy company-membership access, a role or company setting may be the reason. See Who can approve a review.
Fix
- Open the file in Studio. Its review status must be In review for those buttons to appear. If it is Draft, submit it for review.
- If its status is Changes requested, read the client’s earlier feedback, make the changes, then submit the file for review again.
- Check that the file is visible to the client. See Share work with clients.
- If Request changes does not submit, ask the client to enter a note. Watson requires feedback text with that action.