Support Articles

Troubleshooting guide
The add-on is not sending notifications to recipients.
The add-on may not send notifications to your recipients for a few 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 tracking page. Google Forms stores form response data in the Form Responses sheet, located within the spreadsheet that is linked to your form. The Form Approvals add-on provides the Admin tracking page for you to view the status of requests during the workflow process. Both can be accessed from your Dashboard. Open your Google Form > then open the add-on. Once the add-on opens, click Settings, then click Dashboard. From the Dashboard, click the My Forms tab, locate the relevant form, then click Actions.
When a new form submission is made:
  1. If a new request is not added to the Admin tracking page, the problem could be one of three 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. There may have been be delays in Google Forms processing the request, which means the add-on could not process the request immediately. When this occurs it will be processed within 1 - 2 hours of the original submission time; or
    3. If it has been more than 2 hours already and the Timestamp column is positioned in Column A, open the add-on, click Settings, then click Account.
      1. If the add-on is ON, toggle the add-on OFF and then toggle it back ON. Google triggers become stale when authorization is revoked or expires - this process resets the trigger that allows the add-on to run again 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.
      Once re-activated, the add-on will slowly process outstanding requests.
  2. If a new request is added to the Admin tracking page, 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 are a paid user and have the same recipient multiple times within your workflow, the add-on will detect it and automatically remove duplicates to prevent recipients from 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 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;
    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 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 tracking page, 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 could be:
    1. If you use Google for email:
      • Check the 'Sent Items' of your Google account. All emails sent by the add-on will be visible from your Sent Items (unless you have selected emails to be sent from the formapprovals.com domain when subscribing).
      • If the email is not in the Sent items, you may have reached the email quota provided by Google. Google provides G Suite accounts a limit of 1,500 emails per day and Gmail accounts 100 emails per day. We notify you when you are getting close to this limit. If you reach the limit, consider splitting your forms over different accounts, or having emails sent from the formapprovals.com domain;
      • If the email is in your Sent Items, but never reached the recipient's inbox, the emails may be blocked by the recipient's corporate mail filters. Make sure the sender's address is added as a contact in your recipient's address book and reach out to your IT Mail Administrator for further assistance.
    2. If you do not use Google for email:
      • If you are on a paid plan, make sure you selected 'send emails from formapprovals.com' when subscribing. For further info, refer to the FAQs on our pricing page.
      • Add noreply@mail.formapprovals.com as a contact in your recipient's address book.
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 need further help add support@formapprovals.com as a temporary collaborator to your Google Form and Google Sheet that is linked to your form, and we will be happy to review your settings and provide further guidance specific to your form.
The add-on is not sending notifications to the requestor.
If the requestor is not being notified:
  • Make sure 'Collect email addresses' is enabled in your Google Form settings. Once this setting is enabled, the add-on will send notifications to the requestor on future form submissions;
  • Make sure there were no typos in the email address entered by the requestor;
  • If you use Google for email:
    • Check the 'Sent Items' of your Google account. All emails sent by the add-on will be visible from your Sent Items (unless you have selected emails to be sent from the formapprovals.com domain when subscribing).
    • If the email is not in the Sent items, you may have reached the email quota provided by Google. Google provides G Suite accounts a limit of 1,500 emails per day and Gmail accounts 100 emails per day. We notify you when you are getting close to this limit. If you reach the limit, consider splitting your forms over different accounts, or having emails sent from the formapprovals.com domain;
    • If the email is in your Sent Items, but never reached the requestor's inbox, the emails may be blocked by the requestor's corporate mail filters. Make sure the sender's address is added as a contact in your requestor's address book and reach out to your IT Mail Administrator for further assistance.
  • If you do not use Google for email:
    • If you are on a paid plan, make sure you selected 'send emails from formapprovals.com' when subscribing. For further info, refer to the FAQs on our pricing page.
    • Add noreply@mail.formapprovals.com as a contact in your requestor's address book.
Users receive 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 you are a paid user and have personalized notifications using the Email Editor, check to ensure you have not inadvertently removed the <<Form Response Table>> marker from your notifications.
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, by dragging the column to the position you want.
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 to 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.
The add-on sidebar is displaying a message 'drive.google.com refused to connect' or 'Authorization is required to perform that action'
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 used with the add-on. 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 couple 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 data within the Detailed Approval Records or Form Responses sheets. Changes to these sheets can prevent the add-on from being able to read and write to these sheets. If any changes have been made, revert the changes and try again.
If you continue to receive this error, send the URL that generates this error to support@formapprovals.com and share temporary access to the Google Sheet (that is linked to your form) with support@formapprovals.com also, and we can help you identify the issue.