Why is a user not eligible for a Touchpoint or evaluation?
Being active on the platform does not automatically make a user eligible. Check the cycle population, dates, groups, career data, and entry history.
Follow this troubleshooting flow
Confirm the user and the exact Touchpoint or evaluation cycle.
Check whether the user is assigned to the cycle and appears in Cycle Users.
Review the user's start date, service requirement, absence status, programme or trainee status, and relevant groups.
Confirm the user's career, job category, manager, and any eligibility items used by the cycle.
Check whether the user joined or re-entered the organisation before or after the cycle population was created.
Compare the user with another person who meets the same intended rule.
If an authorised correction is made, refresh the cycle and verify whether the expected form becomes available.
Which rules can affect eligibility?
A configured hiring or cut-off date.
A minimum length of service.
Long-term absence or another employment status.
A trainee, graduate, or other programme-specific rule.
Membership of a cycle group or population.
Career, job category, manager, or eligibility item configuration.
A previous record that becomes relevant when the user re-enters the organisation.
Why can an active user have no form?
Account activity and process eligibility are separate. An active user can access the platform while remaining outside a particular evaluation population. Verify the current cycle rule instead of using account status as proof of eligibility.
Why might a user receive a Touchpoint but not a performance evaluation?
Touchpoints and performance evaluations can use different eligibility rules. A cycle may provide a Touchpoint to users who are not included in the full evaluation. Check each process separately.
When should I contact Support?
Contact Support when the user meets the confirmed rule and their assignments are correct but the expected form is still unavailable. Include the user identifier, cycle, start or re-entry date, programme, group, absence status, career, manager, and eligibility rule checked.
Continue troubleshooting
How to use eligibility items in evaluation cycles: configure and apply eligibility items to a cycle.
Evaluation Cycles: Create and Configure a Cycle: review groups, dates, and access settings.
How do I help a user move forward in the evaluation process?: diagnose the next step after eligibility is confirmed.