Resolve onboarding validation and submission problems
Handle missing or expired links, screening review, unavailable subdomains, VAT validation, field errors, and uncertain submissions safely.
Audience, roles, and scope
Covers recoverable wizard and submission states; it does not provide a way around sanctions, authorization, commercial, or identity review.
Who this is for
- Authorized onboarding representatives
- Commercial and technical support
Roles
- Verified registrant
Before you begin
- The failed stage
- Displayed error text
- Approximate time and time zone
- A copy of the approved non-secret decision inputs
Article tags
- onboarding problem
- subdomain taken
- sanctions check
- VAT validation
- token expired
Procedures
Follow the sequence and stop when identity, authorization, target, or result differs from the article.
Recover from an onboarding error
Correct data errors without bypassing controls or duplicating provisioning.
- 1Classify the error
Identify token, Company screening, Tenant subdomain, Licence, Security, Administrator, Payment/VAT, or final submission.
- 2Restart only for token errors
Use Start new registration when the link is missing, invalid, or expired; never edit or forward the token.
- 3Correct field validation
Use the stated required format and approved real-world data; do not insert placeholder information to advance.
- 4Choose another subdomain
For unavailable or reserved names, select an approved alternative and keep the organization identity unchanged.
- 5Respect screening outcomes
If screening cannot clear automatically, stop and follow the review route; do not change identity data to evade a match.
- 6Check uncertain submission state
Do not submit again until support confirms whether provisioning began; preserve the time and confirmation or correlation reference.
A correctable error is resolved, or the request is paused with safe evidence for the responsible screening, commercial, or provisioning team.
Security and data handling
- Use only the identity, tenant, role, and data scope approved for the task.
- Verify targets and expected effects before saving, sending, publishing, exporting, deleting, or approving.
- Keep secrets and regulated data out of screenshots, URLs, free-text diagnostics, and ordinary support messages.
Known limitations
- Some screening and commercial outcomes require human review and cannot be resolved in the browser.
- Support may need to invalidate an uncertain request before a new submission can be made.
Troubleshooting
You cannot open Vianordis Onboarding
Likely cause: The session expired, the account is not entitled, or the required tenant or role claim is missing.
- Open the service through the approved Vianordis entry point and sign in again.
- Confirm the intended organization, tenant, and account are in use.
- If access remains denied, record the time and request an entitlement check; do not attempt direct-URL bypasses.
A documented control or navigation item is not visible
Likely cause: The current role, subscription, tenant configuration, release status, or feature flag does not expose it.
- Confirm the audience, role, prerequisites, and limitations in this article.
- Refresh after a new sign-in and verify the correct tenant context.
- Ask the responsible administrator whether the capability is enabled before reporting a defect.
A saved change or background result is not visible
Likely cause: Validation failed, processing is incomplete, the view is stale, or the feature is locally simulated rather than persisted.
- Review inline validation, status indicators, filters, and the selected tenant or workspace.
- Refresh once and search by a stable identifier before repeating the action.
- Do not repeat irreversible or externally visible actions until the first operation's state is known.
Source verification
Missing/invalid token states, schema validation, async screening, reserved/taken subdomain checks, VAT format validation, and submission errors.
Reviewed paths at 31be4c3
src/app/page.tsxsrc/components/wizard/OnboardingWizard.tsxsrc/lib/validation.tssrc/lib/db.tssrc/app/api/sanctions-check/route.ts
Contact support
Contact support when
- A repeatable Vianordis Onboarding error blocks an approved task
- Expected access, tenant scope, data, or status appears incorrect
- A security, privacy, financial, compliance, or data-loss concern is suspected
Include
- The page, action, expected result, and exact error text
- The time of occurrence with time zone and whether it is reproducible
- Your tenant, role, browser, and sanitized record or correlation identifier
- The troubleshooting steps already completed
Never include
- Passwords, access tokens, API keys, recovery codes, session cookies, or private keys
- Unredacted personal, financial, health, student, employee, or other regulated data
- Confidential documents or message bodies unless support provides an approved secure channel
- Registration or onboarding links, token cookies, administrator passwords, or payment credentials