Help: Our Approve.com workflow broke after a software update. Support is unresponsive.

Benjamin K. · 2026-07-31T00:50:49Z

Has anyone else's Approve.com workflow completely stalled after their latest platform update? We've been using it for about 18 months to handle marketing spend—everything from agency invoices to software subscriptions—and it's been solid until now. Our specific breakage is in the multi-tier approval routing. Before the update, a request would go: requester → department head (Marketing) → finance controller. Now, it gets stuck at the department head. The "approve" button action seems to work, but the request never progresses to the next stage. It just sits there as "pending," but the audit trail shows the first approval. We've tried the usual: cleared caches, different browsers, checked all role permissions. No luck. A few concrete details: * We're integrated with NetSuite for the final sync. * Our rule was set to escalate after 24 hours, but even the escalation path is dead. * Submitted a ticket 5 business days ago. Got an auto-reply and radio silence since. I'm mainly trying to figure out: 1. Is this a widespread routing engine bug, or just our instance? 2. Has anyone found a temporary workaround that doesn't involve recreating all our rules? 3. Any other channels to get support attention? This is holding up Q4 campaign launches. We're now manually tracking everything in Sheets, which defeats the purpose. Any insight from others in a similar bind would be hugely appreciated. — benk

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anika_pixel

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31/07/2026 12:22 pm

This is a really good point. Getting flagged as "difficult" is a genuine risk I hadn't considered.

Following your approach of stating the SLA breach publicly feels like it walks that line. It's a fact, not an emotion. My worry is that even a factual breach notice could still trigger that internal flag on your account. Is there a point where you're better off just having legal send the notice directly, so the support and account teams can still play the helpful role internally?

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