What to do when you're stuck
How to get help from your supplier, what "Link not found" means, quick fixes for common problems, and what only your supplier can change.
Most problems in the portal have a quick explanation: a link that has moved on, an order that belongs to a colleague, or something only your supplier can change. This article covers the usual ones and how to get help when that isn't enough.
#Getting help from your supplier
- Open Messages (the speech bubble in the top bar) and write in the order's conversation. Attach screenshots or files if they help.
- Or reply to any email from your supplier. Replies go back to their team.
- Tell them the order or job number and what the page says.
See Messages and notifications.
#Pages that say "Link not found"
On approval and confirmation pages, "Link not found" or "This link is invalid or has expired" usually means the job has moved on or been replaced:
- a newer visual was sent,
- the order has already been confirmed, or
- the review is already done.
Use the latest email, check To get done in the portal, or ask your supplier for a new link.
Tip
if a link you know is current still won't load, refresh the page or try a different browser before assuming the link is the problem.
#Quick fixes
| Problem | Try this |
|---|---|
| A page looks wrong or won't load | Refresh. Try another browser. |
| The Locker Room is empty | It's kept per browser. A different computer or phone starts empty. |
| An order, product or enquiry is missing | Check whether you're the order's contact and in the right group, check Inactive products, and check the filters on the page. See Who in your organisation sees what. |
| "This account has been disabled" | Ask your account admin or your supplier to switch your login back on. |
| No emails arriving | Check your spam folder. You may not be the order's contact. Ask your supplier. |
| Older orders aren't showing | Orders from before you started using the portal may not have been brought across. Ask if you need one. |
#What only your supplier can do
The portal can't do these. Ask your supplier:
- Change your password or email address, or reset a forgotten password.
- Add or remove people, or change the account admin.
- Change email settings.
- Add saved company addresses.
- Change logos or detailings held on file.
- Cancel or change a confirmed order.
#Common questions
Who do I talk to? Your supplier, through Messages or by replying to one of their emails.
Is Ask Flyte a person? No. If it appears in your Messages, it's an AI assistant. Send to a human passes your question to your supplier's team.
How do orders work end to end? Open More → How orders work in the portal, or see The order journey and the emails you'll receive.