Case Warnings and Banners
Banners at the top of a case page tell you when something needs attention before you carry on. This page explains each one and what to do about it.
Everyone who can open the case sees the banners. Fixing some of them needs a particular role, noted below.
Email Delivery Failed — Action Required
This red banner appears when an email to the requester could not be delivered and the failure is permanent, for example because the address does not exist.
It reads “The most recent email to address permanently failed to deliver”, followed by the reason and the time of the failure.
What to do:
- Find a working email address for the requester, for example from the original request or by phone.
- In Case Details, click the edit icon next to the subject’s details (Edit contact details (GDPR Article 16)) and correct the email address. Admins and Case Managers can do this.
- Open More Actions in Quick Actions and click Resend Last Email.
The banner clears automatically once a new email is delivered.
Admins also get a daily email listing the cases where an email to the requester could not be delivered. If your organisation has set a DPO notification email, a copy goes there too.
Referenced Attachments Not Imported
This banner appears when the case’s emails refer to attachments that SAR Portal could not import as documents. It reads “n attachment(s) referenced in this case’s emails could not be imported, so they were never checked for third-party data. Review them before closing:”, followed by the file names and the reason (for example, the file could not be read or was empty).
What to do: get the files another way, check them for other people’s personal data, and add them to the case if they belong in the response.
If attachment import is turned off for your organisation, a short line also says how many attachments were deliberately not imported. Their file names are listed in the redacted emails.
The banner is hidden once the case is closed.
Case Actions Disabled - Subscription Required
This banner appears when your trial has ended or your subscription is inactive: “Your trial has expired or subscription is inactive. All case editing features are disabled.” You can still view cases and export data.
What to do: click Go to Billing to choose a plan or update your payment details. See Plans & Pricing.
Paused Redaction Workspace
This blue banner appears when someone paused a redaction review for the case. It shows how many files are in the workspace, when it was paused and the file names. These files are not attached to the case yet, and the AI Completeness and Disclosure checks cover them only once you resume and add them.
What to do: click Resume to carry on reviewing and attach the files, or Discard to drop the workspace. While a workspace is paused, the Start Processing, Close Case, Mark Verified and Request Info buttons are disabled with the tooltip “Complete or discard the paused workspace first”.
Document Collation Required
If your organisation requires document collation, this banner appears on a case that has no collation sources yet: “Your organisation requires document collation before case work can proceed.”
What to do: click Add Reference and record where the requester’s data is held (for example your CRM, email or HR system). Until you add at least one source, Start Processing, Mark Verified, Request Info and Close Case are disabled.
Batch Processing
While a batch redaction runs on the case, a banner shows its progress and says “The case is locked during batch processing. Please wait for completion.” If the batch fails, the banner says the documents were cleared and asks you to upload them again.
Related
- Case Actions - Quick Actions, Resend Last Email and Case Details
- Case Statuses - Document collation and status changes
- AI Insights - Completeness and Disclosure checks
- Batch Processing - Redacting many documents at once