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    Tax-exemption request issues

    Start with the symptom you can see. Apply one fix, then read the result before trying another.

    A tax-exemption request cannot be submitted, or its document cannot be uploaded

    Check first
    1. The intended active exemption type is selected.
    2. The amount is greater than zero and does not exceed the displayed Maximum limit.
    3. For dependants, the count is a positive whole number supported by the actual records.
    4. The request appears in the list before opening its Documents action.
    5. A Document type is entered, the correct file is selected, and the account may upload it.
    Fix it

    Correct the first field that receives focus, then submit once. If Rifena reports that the request already exists, close the create dialog and find the record under the state filters. For evidence, open the intended request, enter its document type, and upload the file again. Do not create a duplicate merely to retry an upload.

    Expected result: the request appears as Pending or Approved, and the correct file appears only in that request's document list.

    Still not working? Send the exemption type, displayed limit, invalid field, and document-type name. Mask amounts, document contents, and unnecessary personal data.

    The reviewer cannot find the request or has no Approve / Reject action

    Check first
    1. The intended organisation and employee are selected.
    2. The request remains Pending; a decided request no longer offers decision actions.
    3. The account has both employee scope and the relevant decision access.
    Fix it

    Open Payroll → Policies → Personal income tax → Exemption requests, select the employee by name, and read the state again. If a pending request still has no action, ask an administrator to check the exact scope and decision step. Do not grant organisation-wide access merely to reveal a button.

    Expected result: the assigned reviewer sees the pending request and can enter an approved amount or rejection reason.

    Still not working? Send the screen name, request state, role, and scope with identifying details masked.

    Evidence or a decision was attached to the wrong request

    Check first
    1. The intended employee, exemption type, and submission date are open.
    2. The request is Pending, Approved, or Rejected.
    3. The incorrect evidence or decision was saved, rather than remaining only in an open dialog.
    Fix it

    If it has not been confirmed, close the dialog and reopen the correct request. If incorrect data was saved, stop, preserve the current state, and escalate to an administrator or Support. Do not delete audit evidence or create an opposing decision to compensate.

    Expected result: no further changes occur, and the authorised team receives enough information to correct the intended record.

    Still not working? Send the exemption type, submission date, state, action just taken, and result message. Mask amounts and unnecessary identifying data.

    See the complete journey under Tax-exemption requests.