Troubleshooting & FAQ

Signing in & access

• I can’t sign in. — Use your work email at leave.humareso.com and follow the sign-in flow — there is no separate Leave password. Still stuck? Email leave@humareso.com from your work address.
• I submitted a request but don’t see it in my portal. — Check that you signed in with the same email you used on the form. If you used a personal email, message the team — they’ll link the case to your account.
• My employer wasn’t recognized on the form. — Submit anyway. Unrecognized employer names still create a case; the leave team matches it by hand.

During a case

• I uploaded a document — did it arrive? — If it shows on your case’s Documents tab, the team has it. Certification uploads also trigger a “paperwork received” confirmation email once reviewed.
• My dates changed. — Ends later → request an extension. Starts differently or ends earlier → message the team; they’ll adjust the case dates.
• I missed the paperwork deadline. — Message the team now. Cure windows and extensions exist; silence is the only unrecoverable state.
• I’m not getting emails. — Check spam for humareso.com senders, then Settings → Notifications to confirm email is on for each group. Compliance notices are always on.
• The status hasn’t changed in a while. — Stages like “Determining eligibility” are work happening on the team’s side. If your dashboard shows no next step for you, nothing is stuck on you — but you can always message and ask.

For HR reps

• A case isn’t on my dashboard. — In Summary mode, individual cases show only where you personally have a role. If you’re location-scoped, cases at other sites (or with no location set) won’t appear — ask your Humareso contact to check the case’s location stamp.
• The secure data-form link expired. — Open the case from your dashboard and complete its data card there, or message the team for a fresh link.
• Wrong person is getting case emails. — POCs are set per case and per company directory — tell the leave team who to add or remove; it takes effect immediately.

Not answered here? Message the team from your portal, email leave@humareso.com, or call +1 (844) 622-7376. Documents can be faxed to 1-888-448-6914 with your case number.