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Troubleshooting guide
The add-on is not sending notifications to recipients.
The add-on may not send notifications to your recipients for a variety of reasons. This guide will help you identify the problem.
When reading this guide you will see reference to the 'Form Responses' sheet and the 'Admin portal'. Google Forms natively stores your form responses in the 'Form Responses' sheet, the Form Approvals add-on stores the approval records in the 'Detailed Approval Records' sheet. For convenience we provide you the 'Admin portal' which allows you to check the status of requests (i.e it is a summary of the 'Detailed Approval Records' sheet). The 'Form Responses' sheet and 'Detailed Approval Records' sheet can be accessed by opening the spreadsheet that is linked to your form (i.e open your Google Form, click 'Responses', then click the small green spreadsheet icon). The 'Admin portal' can be accessed by opening your Google Form, opening the add-on, clicking 'Settings', then clicking 'Admin portal'.
When a new form submission is made:
  1. If a new request is not added to the Admin portal, the problem could be one of two things:
    1. Make sure the Timestamp column of the 'Form Responses' sheet is positioned in column A. The add-on requires the Timestamp column to remain in Column A at all times. Though, it can be hidden if you like.
    2. Open the add-on, then click Settings, then click Account.
      1. If the add-on is ON, toggle the add-on OFF and then toggle it back ON. Sometimes Google triggers become stale - this process resets the trigger that allows the add-on to run on your account.
      2. If the add-on is OFF, toggle it back ON. If you reached your monthly quota and the add-on was automatically disabled, you will need to reactivate the add-on on each form that uses the add-on.
        Note, this process is only required when you reach your quota and the add-on is automatically disabled.
  2. If a new request is added to the Admin portal, but a recipient is skipped or the Overall Status is marked as 'Conditions not met', the problem could be one of five things:
    1. if you have the same recipient multiple times within your workflow, the add-on will detect it and automatically remove duplicates to prevent the user having to respond more than once. When testing, make sure to use different email addresses. Note, the add-on will not remove duplicates if the recipient role types are different.
    2. if you use recipient logic, check to ensure the logic set up against the recipient looks correct and the logic value entered exactly matches the option selected by the requestor. For more information, refer how to add recipient logic;
    3. if you use a recipient look-up table, check to ensure the option selected by the requestor exactly matches the value entered in Column A of your spreadsheet. For more information, refer to our adding recipients support article for how to add a dynamic recipient look-up table;
    4. if you use dynamic recipients, check to ensure the dynamic recipient question was completed by the form respondent - questions linked to a dynamic recipient should always be mandatory questions; or
    5. check to ensure the recipient's email address is a valid email address (i.e check for typos).
  3. If a new request is added to the Admin portal, the Status of the request is set to 'In progress', and the first recipient(s) have a status as "Current" (i.e it is current awaiting their response), the problem is generally one thing - the emails are being blocked by your internal corporate mail filters. In this case, you will need to ask your IT mail administrator whether emails are being filtered and they will be able to assist you by whitelisting the sender address.
    Note, your IT administrator will generally ask who the emails are being sent from. If you are a paid user and have selected emails to be sent from the formapprovals.com domain, emails will be sent from noreply@mail.formapprovals.com. Otherwise, emails will be sent from the add-on administrator's email account (e.g yourname@yourdomain.com).
Once you have completed the above steps and identified the problem, run a test form submission and see whether notifications are now sent. If you are unable to determine the issue from the above, send us an email (providing details of your assessment so far), and add support@formapprovals.com as a temporarily collaborator to your Google Form and Google Sheet that is linked to your form, and we will be happy to help further.
The add-on is not sending notifications to the requestor.
The add-on will only send a notification to the requestor when 'Collect email addresses' is enabled in your Google Form settings. Once this setting is enabled, the add-on will start sending notifications to the requestor on new form submissions made.
Users are receiving the message "You need permission" when trying to view files uploaded to the form.
When files are uploaded to your Google Form, the add-on will include the link to the files on email notifications. If your requestors or recipients need access to these files, you will need to ensure sharing permissions (of the Google Drive folder) are set appropriately. Refer to the support article how to use file upload questions for more information.
Notifications sent to recipients are missing information or are in the wrong order.
To build email notifications, the add-on draws information from the Form Responses sheet and therefore requires the structure of the sheet to remain largely intact.
If some of your notifications are missing form response information:
  • Open the spreadsheet that is linked to your form.
  • Open the Form Responses sheet (note, you may have renamed it).
  • Check to ensure the column headings are positioned in Row 1.
  • Check to ensure the Timestamp column is positioned in Column A.
  • Check to ensure the Request # and Overall Status columns are on the right hand side of form response data. The add-on omits any information on the right hand side of these columns.
  • Check to ensure the question name in your Google Form is not blank. The add-on ignores any questions without a name. The add-on also omits any questions that were not responded to.
If form response data is in the wrong order on your notifications:
  • Open the spreadsheet that is linked to your form.
  • Open the Form Responses sheet (note, you may have renamed it).
  • Change the order of columns to match the order of your form questions
Please note, when adjusting column order the add-on requires the Timestamp column to be in Column A, and it requires the Request # and Overall Status columns to be on the right hand side of your form response data.
I am receiving the message 'The add-on does not have sufficient authorization to run'
Google's way of managing the security associated with third party applications is through the authorization process. When you provide authorization to an add-on, it allows the add-on to access your Google Form, Google Sheet, etc to store and retrieve information. Think of it like sharing your files with a colleague; providing authorization to an add-on is a more secure method of allowing access your files. Rather than having to add or remove access to individual files, this method allows you to do it at the application level. When this authorization expires or is revoked, the add-on cannot access your files and process form submissions or approvals, until authorization is provided again. To authorize the add-on, open your Google Form > open the add-on > click 'Authorize now'. The add-on will require authorization:
  • The first time you use the add-on
  • If you change your Google account password or security settings
  • If we make changes to the permissions required - we will notify you in advance
  • If you remove the application's authorization from Google's third party application permissions page
  • If your G Suite administrator removes the application's authorization on your behalf either manually or through a specific policy they set
If you are being asked to re-authorize the add-on frequently, you may need to speak with your G Suite administrator to confirm what domain wide policies are in place that automatically revoke third party application's authorizations. In this case, your G Suite administrator will need to adjust the policies or whitelist our add-on.
I am receiving the message 'Authorization is required to perform that action' or 'Logged in with multiple Google accounts. Sign in with one account only.'
A change made by Google is affecting users that are logged in to multiple Google accounts. This is a known error impacting all add-ons. To avoid this error, sign out of your Google accounts and sign back in with one account only (the account used to set up the add-on initially). If you are signed into the Chrome browser with a 'Profile' that is different to the account you set up the add-on with, you will need to create a Chrome profile for the email account using the add-on also. Alternatively, you can avoid this error by opening a Guest / Incognito window.
I am receiving the message 'Something isn't quite right, please try again in a few minutes.'
You could be receiving this error for a variety of reasons. The most common are:
  • The add-on is unable to access Google's services temporarily. Retrying again in a few minutes will generally resolve this.
  • The add-on is unable to access the information in your spreadsheets since the format or content of the spreadsheet data has changed. Make sure there hasn't been any changes to the format or content of the spreadsheet data.
If you continue to receive this error, send the URL that generates this error to support@formapprovals.com and we can assist.