Action requests may be unavailable for a renter/mailbox manager for a couple of reasons. Make sure to verify if:
The mailbox was cancelled
If their mailbox is inactive because it was canceled, the platform should be notifying the user of the error.
Select Mailboxes on the sidebar.
Under the column Mailbox Status, check if it is 🟢 Active or 🔴 Cancelled.
To update its status, click the 🔘 on/off icon at the end of the row.
There is a pending request for the mail item
A user could already have a pending request for a mail piece. An operator must fulfill the pending action request or cancel it.
The user cannot cancel an action request they made.
The user has not accepted their invitation to the mailbox
For security reasons, a user has to register their account and activate their mailbox, a user has to accept the email invitation sent to their inbox. If not, they won't be able to view their mail or make action requests.
To resend the invitation to their virtual mailbox:
Visit Mailboxes.
Select the mailbox's PMB number.
Confirm the email with the renter.
Click the Resend Invitation icon under Pending Manager Invitations.
Or enter a correct email under Invite New Mailbox Recipients.
📌 Note: Mailbox Managers can request actions and invite other users.
Mailbox is not compliant
As an operator, you can enable the system's compliance process and enter the number of days a renter has to complete a CMRA compliance before requests get disabled.
If requests get disabled, a renter won't be able to submit action requests until they finish the ID verification process.
📌 Note: Here's how renter's compliance works in PilotoMail.