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Permit Manager FAQ Guide

Permit Manager FAQ Guide

Click the > icon to expand each section and view the FAQs.

Accounts FAQs
How do I know if my account has been activated?

Try logging into the system.

  • Your account has been activated if the Dashboard displays.

  • Your account has NOT been activated if an error message is displayed on the login page.

If you have problems activating your account, please contact your city using the information listed at the bottom of the page.

Why do I need an account?

All users are required to set up an account before using the system.

If you want to create an application as an applicant, you will need an Applicant account.

Why haven’t I received the verification email after creating an account?

You should receive the verification email within 10 minutes after creating the account.

If you haven't received the email within a reasonable time frame, please check your JUNK or SPAM email folders.

If you still have not received the email, please contact your city using the contact information listed at the bottom of the page.

Application Setup and Maintenance FAQs
Can the Applicant change information after it’s been submitted?

Once the application is submitted, the information is changed to read-only for the Applicant. Applicants can post new comments with additional information. All comments are time-stamped.

Before you move an application into the Under Review status, you can have the applicant go back and amend sections of the application. See the Have Applicants Amend an Application article for more information.

What is listed on the Applicant’s Dashboard?

When applicants log in and view their dashboard, they'll see all applications ever created that are associated to their account.

The applications will be sorted in descending chronological order by Last Updated Date.

Example of the applicant dashboard.
What is listed on my Dashboard?

All upcoming events and applications display on your Dashboard.

Events and applications with an end date of yesterday or earlier will NOT appear on the dashboard.

Events/Applications are listed ascending order by Start Date.

Applications that occurred in the past can be found on the Applications tab.

Can I duplicate an application for an Applicant with recurring events?

Yes. To make recurring applications easier, Eproval allows you to duplicate a previously submitted application for an Applicant. Duplicating an application will copy over specific data from a previous application and enable Applicants to edit the data prior to submitting the new application. This is usually done for annual or monthly recurring events where most of the information will be the same.

See the Duplicate an Application for an Applicant article for more information.

Can I print an application?

Yes. If needed, you can print an entire application at any point in the application and review process. You can do this directly from the application.

See the Print an Application article for more information.

I can’t find the application on my dashboard, what should I do?

All upcoming events and applications are listed on your Dashboard.  If the event/application you are looking for has an end date of yesterday or earlier, you will need to go to Applications at the top navigation to find it.

Can I add additional static pages to my site?

Yes, if you have a lot of static information (for example, instructions for different application types), you can divide it up into different pages. 

See the Create Additional Content Pages article for more information.

How do I know when an applicant has submitted an application?

When an applicant submits an application, the system sends an email notification to the relevant permit manager's email with the following information:

  1. Application type

  2. Application Name

  3. Link to the application in the Eproval system.

Once you're logged into the system, you will be able to find the application on your dashboard.

The application was on my dashboard the other day but now I can’t find it. Why not?

Most likely, the event End Date has passed. Only upcoming events and applications are listed on your Dashboard. If the event/application you are looking for has an end date of yesterday or earlier, you will need to go to Applications at the top navigation to find it.

Why don’t I see any colored dots on my application?

Colored dots don't appear on the application when the Overall Application Status is Draft, Submitted, or More Info Needed. Once you move the application into the Under Review status, reviewers are assigned and you'll see the expected colored dots.

What are Internal Comments or Internal Notes?

Internal Comments or Internal Notes are comments among permit managers and reviewers that can't be seen by applicants.

Not all comments are intended to be seen by the applicant. These could range from sensitive security information to mundane internal process notes. Like other comments, these can relate to both specific sections of the application (as determined by your setup), or to the application overall. The difference is that none of these can be viewed by the applicant.

For more information, see the View Internal Only Notes article.

Can I reply to a comment using my email client?

No, you must log back into your account to reply by posting a comment. Using the Reply in your email client will not work.

What do I do if I receive an email from an applicant directly.

It is a recommended best practice to keep all comments and correspondence about the application in one centralized location where all agencies involved can share the same set of data. If you receive an email from the Applicant directly, you can copy and paste the entire email back into the system using Post Comment.  Remember to include a note about who sent you the information and the exact date/time you received it.

What do I do if I accidentally email the applicant, reviewer, or another permit manager directly, from outside of Eproval?

It is a recommended best practice to keep all comments and correspondence about the application in one centralized location where all agencies involved can share the same set of data.  If you accidentally sent an email to the applicant, reviewer, or another permit manager, you can copy and paste the entire email back into the system using Post Comment.  Remember to include a note about who sent you the information and the exact date/time you received it. 

How do I add a Reviewer to the default workflow mapping of an application type?
I don't want the Reviewing Agency to "Approve" a step on a special case but I also don't want to remove them from default workflow mapping. What should I do?

Follow the steps for Assigning a Reviewer to a Single Application, but ensure the Enabled toggle is set to No instead of Yes.

Payments and Invoicing
Why doesn't my Invoice Template show up when I try to create an invoice on an application?

This is usually because your Invoice Template is not active. To see how to check this and, if necessary, make the template active, see the Make an Invoice Template Active topic.

Can a different user, other than the applicant, make a payment on an invoice?

Yes. However, the other user must also have a valid Applicant Account. For instructions on how to complete this, see the Have a Different User Pay an Invoice instructions

Ecommerce Connector FAQs
At the time of payment, on what device will the payer view an order summary and click a Proceed to Payment button?

The Applicant (payer) will be viewing an order summary within Eproval using a browser on their mobile phone, tablet, or computer. When they're ready to proceed with the payment, they will click a PAY NOW button, that will take them to the City’s Payment Provider’s Payment Form (hosted by the provider). The form will be prepopulated with the total amount to be charged to their credit card, invoice number (optional) and other information requested by the City (Optional). The Applicant will then enter their credit card information on the Payment form and submit the information. Once it's submitted, the applicant will be redirected back to the Eproval system with a Success/Fail message.

Eproval does not collect monies on behalf of the City. Eproval does not store any cardholder data.

All credit card data is stored at the City Payment Provider's system and PCI Compliance will be provided by the City's payment provider.

Does Eproval collect or store any credit card information from the user?

No. Eproval doesn't collect or store any user credit card information.  The user will enter credit card information at the City payment provider's payment form.  PCI compliance will be provided by them.

Is Eproval PCI compliant?

PCI compliance is provided by the City's Payment Provider. Eproval does not collect or transmit, nor have access to any user's credit card information. If requested by the City, Eproval can provide a PCI SAQ-D and Attestation of Compliance document.

Can Eproval work with the City’s payment broker directly?

Yes.  Eproval can work with the City's payment provider directly.

Does Eproval charge any fees per transaction?

No. Eproval doesn't charge any fees per transaction. Eproval charges a one-time configuration fee for service to connect Eproval with the City's payment provider and an annual maintenance subscription fee. No other fees will be charged.

Does Eproval collect any monies on behalf of the city?

No. Eproval does not collect any monies on behalf of the city. All transactions will be deposited into the City's bank account that is set up at the payment provider.

What credit cards will the system accept for payment?

The system will accept any credit card the City has set up with their payment provider.

Tools and Technical Issues
How do I view my browser's console?

There may be times where the Eproval Customer Success team needs to be able to see your Browser Console contents in order to address issues you might be facing, and they may ask you to take a screenshot of the Console.

For instructions on finding and opening your Browser Console, for various different browsers, see the Open the Browser Console article.

How to view PDFs in browser?

Depending on the browser you use, you can configure your browser to open PDFs.

  • Google Chrome

  • Microsoft Edge

Steps to Configure Google Chrome to Open PDFs:

  1. Open Chrome and click the three-dot menu (top right) > Settings

  2. Select Privacy and Security in the left menu

  3. Click Site Settings

  4. Scroll down to the "Content" section, click Additional content settings, and select PDF documents.

  5. Select Open PDFs in Chrome.

Steps to Configure Microsoft Edge to Open PDFs:

  1. Go to edge://settings/content/pdfDocuments.

  2. Ensure that "Always download PDF files" is turned off if you want them to open directly in the browser, or on if you prefer to save them first.

How do I clear my browser’s cached memory?

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