Article 14: Troubleshooting & FAQs

A reviewer says they can't access their review

Check first: Does the reviewer have an active account in the Ploy employee portal? Reviewers access reviews through the portal (not the main Ploy admin dashboard), and they need a portal account linked to their email.

Steps:

1. Confirm the reviewer received their assignment notification — if not, check whether notifications are enabled for the campaign

2. Ask the reviewer to use the link in their notification email or Slack message, which will take them directly to their assigned review with a magic-link login

3. If the link has expired, an admin can manually resend the notification from the cycle detail view

4. Confirm the reviewer is assigned to the correct review — search for their name in the account sets list on the cycle detail page

An account appears in a review unexpectedly (or is missing)

For unexpected accounts: The account matches your campaign filters. Review your filter configuration — in particular, check employee attribute filters (department, status) and access filters (access age, role). If the account genuinely shouldn't be in scope, you can mark it as "Out of Scope" during the review with a note explaining why.

For missing accounts: The account doesn't match your campaign filters at the time the cycle was generated. Check whether:

• The account's access was already removed before the cycle was created

• The employee's attributes (department, job title) don't match the employee filters

• The application isn't included in your resource filters

• The employee joined after the cycle was generated (new employees only appear in future cycles, not the current one)

Remediation is stuck in progress

If an account shows In Progress remediation status for longer than expected:

1. Open the account detail from the cycle Tasks view and check the error log

2. If there's an error recorded, it will describe what failed (e.g. the integration was unavailable, the account wasn't found in the target system)

3. Check whether access was actually removed in the application itself — if it was, you can manually mark the account as removed in Ploy to close the record

4. If access wasn't removed, fix the underlying integration issue (reconnect the app, refresh credentials) and re-trigger the remediation, or remove access manually and update the Ploy record

Ploy does not automatically retry failed remediations — each one requires a manual check and action.

A cycle didn't generate on schedule

Cycles are generated automatically when the campaign's next review date is reached. If a cycle didn't appear:

1. Check that the campaign is set to Active — paused campaigns don't generate cycles

2. Confirm the campaign frequency and last cycle date match what you'd expect for the next generation date

3. Check that the campaign has a valid assignment configuration — campaigns with no assignment config may fail to generate

4. You can manually trigger a cycle at any time from the campaign detail page using the Start New Cycle option

If the campaign looks correctly configured and cycles are still not generating automatically, contact Ploy support with the campaign ID.

AI suggestions (Luna) aren't appearing for a review

Luna suggestions are generated in the background after a cycle is created. They typically appear within a few minutes. If suggestions are absent or showing as unavailable:

1. Check if the cycle was very recently generated — give it up to 10 minutes before investigating

2. Suggestions that failed to generate will show an error state rather than being silently absent — if you see an error, note it and contact Ploy support

3. Suggestions are generated per account set — if only some reviewers are missing suggestions, it may be specific to their assigned accounts

4. Reviewers can complete the review without Luna suggestions — they're a helpful tool, not a blocker

How do I re-open a completed review?

Completed reviews cannot be reopened. Once a review is approved and a certificate is generated, the record is finalised — reopening it would invalidate the attestation and the cryptographic certificate hash, undermining its value as an audit record.

If you need to revisit access decisions after a review closes:

• For immediate access concerns, use Ploy's standard provisioning tools to remove or adjust access directly

• For compliance purposes, document any changes made after closure with your reason, and note them in your audit evidence

• If you need a new formal review of the same scope, create a new one-off review campaign

A reviewer submitted incorrect decisions — can they change them?

Once submitted, a reviewer's decisions are locked. Only an admin can unlock them by sending a Request Revision from the account set view. This returns the set to the reviewer with the admin's message explaining what to revisit.

Steps:

1. Go to the cycle detail view in the admin dashboard

2. Find the account set in question

3. Click Request Revision

4. Write a message explaining what needs to change

5. The reviewer receives a notification and their set reopens in the portal

6. They update their decisions and resubmit for approval again

FAQ

Can two people review the same account?

Each account is assigned to one reviewer's account set. Two reviewers can't independently review the same account in the same cycle — but admins can reassign an account set if the wrong reviewer was assigned.

What happens to a review if the reviewer leaves the company?

If a reviewer's account is deactivated in Ploy, an admin should reassign their account sets from the cycle detail view. Unassigned sets will stall the cycle.

Can I export a list of who reviewed what?

Yes — the CSV export includes reviewer name and the timestamp of each decision. See Article 13: Reporting & Audit Trail.

Does Ploy send reviewers reminders automatically?

Only if you've configured reminder notifications for the campaign. Set the "not started" and "incomplete" day thresholds in the campaign notification settings to enable automatic reminders.

Can I add new accounts to a cycle after it's started?

No — the account scope is fixed when the cycle is generated. If new access was granted after cycle generation, it will appear in the next cycle. For urgent cases, create a separate one-off review.

How long does a certificate remain valid?

Compliance certificates don't expire — they're a permanent record of a review that happened. The SHA-256 hash stored in Ploy means you can verify at any point in the future that the certificate hasn't been altered.