I have lost my Report Key
When you submit an anonymous incident, you are given a Report Key in the format RPT-XXXXXXXX. This key is the only handle on your report: it is not tied to an email address or account, so it cannot be recovered or reissued if it is lost. This is by design, and it is what keeps an anonymous report anonymous.
If you still have your key, use it to check your report at /report/status. If you set a password when you submitted, enter that too.
If you have lost your key, you cannot reopen or track that specific submission. The safest thing to do is submit a fresh report and, this time:
Save the Report Key somewhere secure the moment you receive it.
Set a password on the report so it is protected as well as identified by the key.
Admins: there is no way to look up a Report Key on a worker's behalf, so make sure your reporting instructions tell people to save the key and set a password. See Setting up anonymous incident reporting (admin).
Incidents are sitting unrouted in the triage queue
If incidents seem to be arriving but not reaching anyone, they are most likely sitting in the global triage queue. This happens when an incident comes in without being routed to a handling group and there is no Default Triage Group set to catch it.
The fix is to set a Default Triage Group under Settings → Incident Management, so unrouted incidents fall to a monitored group automatically rather than waiting in the global queue. The settings page warns you when incidents are sitting unrouted. See Incident settings and the default triage group.
Once a default is in place, work through the queue with the triage wizard: see Triaging an incident.
A worker cannot sign in to My ReFresh
The worker portal (My ReFresh) is where workers complete surveys, report incidents, and acknowledge policies. If a worker cannot sign in:
Check they are using the correct sign-in method for your organisation. If you use single sign-on, they should sign in through your identity provider rather than with a ReFresh password.
Confirm they have been invited and their account is active. A worker who has not accepted their invitation cannot sign in yet.
If they have multi-factor authentication set up and have lost their device, they will need to recover their account through the security options at
/portal/settings/security, or ask an admin for help.Ask them to try a supported browser (Chrome, Firefox, Safari, or Edge, latest versions) and clear any stale session by signing out fully and back in.
If the problem persists, raise it through the Feedback button in ReFresh so the team can look into it.