Overview
If a client has completed their Engage request but it still shows as 'In Progress' in your Legl account, there are a few steps you can take to investigate and resolve the issue.
In most cases, the client may have missed a step, but if the request appears fully complete and the status has not updated, Legl Support can investigate further.
Why this happens
A request may remain in 'In Progress' for one of the following reasons:
The client did not click the Submit button at the end of their request
One or more steps in the request are still incomplete
Additional workflow steps (for example, additional Proof of Address) are outstanding but not visible on the Force Complete preview screen
A technical issue has prevented the submission from registering correctly
What to do next
Step 1: Access the client's unique link to view any incomplete steps
You can use the client's request link to see exactly where they are in the process. If the request is fully submitted, the screen will show "This request is closed". If steps are still outstanding, they will be visible in the flow.
Navigate to the client's request in your Legl account.
Select the three-dot icon to the right of the request.
Select Copy Link.
Paste the link into your browser to review the client's progress. Completed steps are typically greyed out.
If any steps appear incomplete, contact the client and ask them to complete those steps.
If the client did not see this confirmation screen or receive an email, they may not have submitted their request successfully. Ask them to log back in and check whether the Submit button is still visible.
Step 2: Use the Force Complete preview to check step status
The Force Complete feature gives you a view of which steps have been logged as successfully submitted within the workflow.
Navigate to the request in your Legl account.
Select the three-dot icon to the right of the request.
Select Force Complete to see a breakdown of complete and incomplete steps.
If all required steps are complete, you can use the red Force Complete button to retrieve the completed information and close the request.
ℹ️ Important
Using Force Complete will close the client's link permanently. The client will not be able to continue completing the request after this action.
Please review our guide to Force Complete before proceeding.
What happens after you take action
If the client completes any outstanding steps and submits their request, the status in your Legl account will update automatically. You and the assigned reviewer will receive an email notification confirming the request is ready for review.
If you use Force Complete, the request will be closed immediately and the completed information will be available for review in your Legl account.
Important information
Force Complete permanently closes the client's link. Only use this option when you are confident all necessary steps have been completed.
Some workflow steps (such as additional Proof of Address) may not appear on the Force Complete preview screen. Always check the client's unique link as well.
When to contact support or your law firm
Contact [email protected] (or use the live chat bubble on the bottom right of your screen) in the following situations:
The client confirms they clicked Submit, but the request still shows as 'In Progress'
The Force Complete preview shows all steps as complete, you have checked the client's unique link, and the status has still not updated
You are unsure whether it is safe to use Force Complete in a specific situation
Legl Support will be able to investigate the issue and advise on next steps.