Quick Summary

Concerned that your request isn't progressing? Learn how to check request status, understand the workflow, identify potential blockers, and communicate effectively with your project manager to keep things moving.

What You'll Learn

• How to check request status and progress
• Understanding request workflow stages
• Common reasons requests get delayed
• How to provide missing information
• When and how to contact your project manager
• Escalation procedures if needed

Understanding Request Status

Request Lifecycle

Typical Request Flow:

1. Submitted - Request received, awaiting review
2. In Queue - Approved, waiting for designer assignment
3. In Progress - Designer actively working on it
4. In Review - Completed, awaiting your feedback
5. Revision - Changes requested, being updated
6. Completed - Approved and delivered

How to Check Status

1. Log into portal.thrivepix.com
2. Go to your dashboard
3. Find your request in the list
4. Check the status badge/label
5. Click request to see detailed timeline
6. View activity feed for updates

Status Indicators

Submitted (Yellow/Orange):

• Request just received
• Project manager reviewing
• Clarifying requirements if needed
• Typical duration: 1-4 hours

In Queue (Blue):

• Request approved and queued
• Waiting for designer availability
• Position in queue matters
• Typical duration: Varies by plan and queue

In Progress (Green):

• Designer actively working
• Work is underway
• May take 1-3 days depending on complexity
• Check for progress updates

In Review (Purple):

• Work completed
• Waiting for your feedback
• Ball is in your court
• Review and approve or request revisions

Revision (Orange):

• Changes requested
• Designer making updates
• Usually faster than initial work
• Typical duration: Few hours to 1 day

On Hold (Red):

• Paused for specific reason
• Usually waiting for information from you
• Check comments for what's needed
• Provide info to resume

Completed (Gray/Green):

• Approved and delivered
• Request closed
• Files available for download

Common Reasons for Delays

Missing or Unclear Information

What Causes This:

• Request description too vague
• Missing design references
• No brand guidelines provided
• Unclear requirements
• Missing access credentials
• Incomplete content

How to Fix:

1. Check request comments
2. Look for questions from PM
3. Provide requested information
4. Add clarifying details
5. Upload missing files
6. Respond to all questions

Prevent Future Issues:

• Use request template
• Include all details upfront
• Attach relevant files
• Provide examples
• Be specific about requirements

Waiting for Your Response

Request May Be On Hold If:

• PM asked questions you haven't answered
• Work is in review awaiting your feedback
• Waiting for content from you
• Waiting for access credentials
• Waiting for approval to proceed

Check For:

• Unread comments on request
• Email notifications you missed
• Questions in activity feed
• Status showing "On Hold"

Solution:

• Review all comments
• Answer all questions
• Provide requested information
• Approve or request revisions
• Respond promptly

Queue Position

Understanding the Queue:

• Requests processed in order received
• Priority based on subscription plan
• Complexity affects timeline
• Multiple requests may be in queue

Your Position Matters:

• First in queue = starts next
• Multiple requests = processed sequentially
• Can't skip queue (fair to all clients)
• Urgent requests may get priority (discuss with PM)

Check Queue Status:

• View all your requests
• See which are in queue
• Understand order
• Plan accordingly

Complexity and Scope

Some Requests Take Longer:

• Complex designs need more time
• Large projects broken into phases
• Multiple revisions extend timeline
• Technical challenges may arise

Typical Timelines:

• Simple: Social media graphic (few hours)
• Medium: Landing page design (1-2 days)
• Complex: Full website design (3-5 days)
• Very Complex: Large project (1-2 weeks)

If Taking Longer Than Expected:

• Check for complexity factors
• Review scope of request
• Ask PM for timeline update
• Consider breaking into smaller requests

Revision Cycles

Multiple Revisions Add Time:

• Each revision = additional work
• Vague feedback extends timeline
• Major changes take longer
• Multiple rounds of revisions

Speed Up Revisions:

• Provide specific, detailed feedback
• Use annotations on designs
• List all changes at once
• Avoid drip-feeding feedback
• Be clear about what you want

Checking Request Progress

Activity Timeline

View Detailed Activity:

1. Click on your request
2. Scroll to activity timeline
3. See all updates chronologically
4. View comments and status changes
5. See file uploads
6. Track progress over time

What to Look For:

• Recent activity = work happening
• No recent activity = may be stuck
• Questions from PM = need your response
• Status changes = progress being made

Email Notifications

You Should Receive Emails For:

• Request status changes
• New comments
• Work completed
• Questions from PM
• Files uploaded

If Not Receiving Emails:

• Check spam/junk folder
• Verify email address in settings
• Check notification preferences
• Whitelist noreply@thrivepix.com

Dashboard Overview

Quick Status Check:

• Dashboard shows all requests
• Color-coded status badges
• Sort by status or date
• Filter by active/completed
• See at-a-glance progress

Communicating with Your Project Manager

When to Contact Your PM

Good Reasons to Reach Out:

• Request in same status for 2+ days
• No activity or updates
• Urgent deadline approaching
• Need clarification on feedback
• Want to discuss scope changes
• Have questions about process

Don't Hesitate If:

• You're confused about status
• Timeline concerns
• Need to reprioritize requests
• Want to discuss approach
• Have new information to share

How to Contact Your PM

Method 1: Request Comments (Preferred)

1. Go to the specific request
2. Scroll to comments section
3. Type your message
4. Click "Add Comment"
5. PM receives notification
6. Keeps communication in context

Method 2: Direct Message

1. Go to Messages section
2. Find your PM conversation
3. Type your message
4. Send
5. PM receives notification

Method 3: Email

• Email your assigned PM directly
• Or use support@thrivepix.com
• Include request number/title
• Describe your concern

What to Include in Your Message

Be Specific:

• Request title or number
• Current status
• Your concern or question
• Any relevant deadlines
• What you need

Example Good Message:

"Hi! My request 'Homepage Redesign' (#1234) has been 'In Progress' for 3 days. I have a launch deadline on Friday. Can you provide a status update and confirm we're on track? Thanks!"

Example Poor Message:

"Where's my design?"

Response Times

Typical Response:

• Within 4-8 business hours
• Faster for urgent issues
• May be slower on weekends
• Check time zones

If No Response:

• Wait 24 hours
• Send follow-up message
• Try different communication method
• Email support@thrivepix.com

Providing Missing Information

What Information Might Be Needed

Common Requests:

• Brand guidelines or style guide
• Logo files (vector format)
• Color codes (hex values)
• Font names or files
• Content/copy text
• Image assets
• Website access credentials
• Design references or examples
• Specific dimensions or sizes
• Technical requirements

How to Provide Information

Via Request Comments:

1. Go to the request
2. Click "Add Comment"
3. Type the information
4. Attach files if needed
5. Click "Submit"

Via File Upload:

1. Go to the request
2. Find file upload area
3. Drag and drop files
4. Or click to browse
5. Add comment explaining files

Via External Link:

• Use Google Drive, Dropbox, etc.
• Share link in comments
• Ensure permissions are set to "Anyone with link"
• Verify link works before sharing

Organizing Information

Make It Easy for Designer:

• Label files clearly
• Organize in folders if many files
• Include README or instructions
• Provide context in comments
• Number items if multiple

Escalation Procedures

When to Escalate

Escalate If:

• No response from PM for 48+ hours
• Request stuck for 5+ days with no explanation
• Urgent deadline at risk
• Quality concerns not addressed
• Repeated miscommunication
• Service not meeting expectations

How to Escalate

Step 1: Contact PM First

• Always try PM first
• Be clear about urgency
• Give 24 hours to respond

Step 2: Email Support

• Email: support@thrivepix.com
• Subject: "Escalation: [Request Title]"
• Include request details
• Explain situation
• Mention attempts to contact PM
• State what you need

Step 3: Request Manager Review

• Ask for manager involvement
• Explain issue clearly
• Provide timeline of events
• State desired resolution

What to Expect

After Escalation:

• Manager reviews situation
• Contacts you within 24 hours
• Investigates the issue
• Provides explanation
• Offers solution or timeline
• Follows up to ensure resolution

Preventing Future Delays

Best Practices for Smooth Requests

When Submitting:

• Provide complete information upfront
• Include all necessary files
• Be specific about requirements
• Set realistic expectations
• Mention any deadlines
• Provide examples or references

During Process:

• Respond promptly to questions
• Check dashboard regularly
• Review work quickly when ready
• Provide clear, specific feedback
• Consolidate revision requests
• Stay engaged

Communication:

• Keep PM informed of changes
• Mention urgent deadlines early
• Ask questions if unclear
• Provide feedback constructively
• Be available for clarifications

Setting Expectations

Understand Timelines:

• Simple requests: Same day to 1 day
• Medium requests: 1-3 days
• Complex requests: 3-7 days
• Very complex: 1-2 weeks
• Revisions: Few hours to 1 day

Plan Ahead:

• Submit requests early
• Don't wait until last minute
• Build in buffer time
• Communicate deadlines upfront

Understanding Subscription Limits

Request Limits by Plan

Check Your Plan:

• Some plans limit active requests
• Others allow unlimited queue
• Understand your plan's limits
• Upgrade if needed

If At Limit:

• Complete or approve current requests
• This frees up slots
• Then submit new requests
• Or upgrade plan for more slots

Revision Limits

Most Plans Include:

• Unlimited revisions
• Within reason
• For same scope

Scope Changes:

• Major changes = new request
• Discuss with PM
• May need separate request

Common Questions

Q: How long should a request take?
A: Depends on complexity. Simple: 1 day, Medium: 1-3 days, Complex: 3-7 days.

Q: My request has been "In Progress" for 3 days. Is that normal?
A: For complex requests, yes. For simple ones, contact your PM for update.

Q: Can I expedite a request?
A: Discuss with PM. Urgent requests may get priority, but depends on queue and plan.

Q: What if I need to change the request after submitting?
A: Add comment with changes. If major changes, may need new request.

Q: How do I know if my PM received my message?
A: They should respond within 24 hours. If not, follow up or email support.

Q: Can I cancel a request that's taking too long?
A: Yes, you can cancel anytime. Discuss with PM first to understand delay.

Q: What if the work isn't what I expected?
A: Request revisions with specific feedback. Unlimited revisions included.

Q: How many revisions can I request?
A: Unlimited revisions for same scope. Major scope changes may need new request.

Q: What if I'm not satisfied with the quality?
A: Provide specific feedback for revisions. If still unsatisfied, escalate to manager.

Q: Can I pause a request?
A: Yes, ask PM to put on hold. Resume when ready.

Need More Help?

Contact your project manager via request comments or email support@thrivepix.com