A Case Will Not Open or Says "Not Found

Sometimes a case link opens to a message instead of the case. Leave shows the same message whether a case does not exist or you do not have access to it. That protects everyone's privacy.

What You'll See

You may see one of these:

• Case details are not available. with Contact your Humareso representative for more information.
• Case not found
• Failed to load case

Each shows a Back to dashboard link.

Why It Happens

• You are not attached to the case. You only open cases you are on, or cases your company access covers.
• Your role changed or you were removed from the case.
• You signed in with a different account. The link was sent to one email address and you are signed in with another.
• The case was merged. See My Case Says "Merged".
• The case was removed. The leave team retracted it.
• A temporary error. Failed to load case often clears if you reload.

What to Do

1. Reload the page.
2. Check which email you are signed in with. It shows at the bottom of the sidebar.
3. If it is the wrong account, select Sign out and sign in with the address the link was sent to.
4. Go to My Cases and look for the case there.
5. If you still cannot open it, email leave@humareso.com with the case number.

Common Scenarios

• You are a manager or contact on the case. You open the basic view only. That is expected; it is not an error.
• An email link opens to "Case details are not available." Your access to that case may have ended. Ask the leave team.
• A coworker can open the case and you cannot. Your roles are different. Ask the leave team if you need access.