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What the case checklist is for

Every case opens with a document checklist built from your firm’s checklist template for that case type. The checklist is where you see, in one place, what the client still owes you and what you have already approved. Open the case and select the Files tab. The checklist sits beside the File Manager, so you can move between “what was requested” and “what was actually uploaded” without switching screens. Case Files tab showing the document checklist beside the File Manager Case Files tab showing the document checklist beside the File Manager The header shows overall progress as accepted / requested. Each member of the case has its own section with its own count, because a document requested from the principal applicant is not automatically requested from a spouse or dependant. Checklist sections for the applicant and the spouse, each with its own count Checklist sections for the applicant and the spouse, each with its own count

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Read a document row

Each row shows the document name, whether it is optional, and its current status. Documents your firm does not request appear at the bottom under Not requested. This includes documents excluded by your checklist template and country-specific documents that do not apply to this applicant’s visa office.

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Adjust the request for one client

Switch a document on or off directly on the row. The change applies to this case only and reaches the client’s questionnaire and portal immediately, so make the change before you send a reminder rather than after. Use this when a single client needs something the template does not cover, or when a requested document genuinely does not apply. For a change that should apply to every future case, edit the checklist template instead.

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Review an upload

Selecting a document row opens the matching folder in the File Manager and highlights the file, so you can review the actual upload before you decide. Reviewed document row with the File Manager opened on the matching upload folder Reviewed document row with the File Manager opened on the matching upload folder
  1. Select the status chip on the document row.
  2. Choose Accept to approve the upload, or Request changes to return it.
  3. When you request changes, write what the client must fix and select Send.
Review options on a document: Accept, Request changes, and Clear review Review options on a document: Accept, Request changes, and Clear review The client sees your message as a note on that upload field in their questionnaire, together with a Changes Requested marker, so they know exactly which file to replace. Be specific: name the problem and the fix, not just the document. Use Clear review on an already-reviewed document if you need to return it to an unreviewed state.

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Confirm the request before you invite

The invitation is your last check before the client sees the list. In the Forms tab, select Invite, then open Documents to request to review the exact documents each member will be asked for. Uncheck anything this client should not receive. Continue with Send Invitation.

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Next steps

  • Use Comments when the issue is with an answer rather than a file.
  • Use Upload Files for staff-managed evidence that the client does not need to see.
  • Turn on Client Portal visibility when the client should track progress themselves.

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Troubleshooting

A template change is missing from this case. Checklist templates apply to new cases only. Adjust the document directly on this case. A country-specific document is not requested. These are requested only when the applicant’s country matches the responsible visa office. Switch it on for this case if you need it anyway. The client cannot find where to upload. Confirm the document is switched on for the correct member. Each member has a separate checklist section, and a document requested from the principal applicant is not automatically requested from a spouse or dependant. An upload is not showing as Pending. Refresh the case. If the client saw a file-quality warning during upload, they may have removed the file instead of continuing.