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Review service requests and approve or deny them. The Requests page lists service requests for your broker account, including requests created manually, by public forms, through the API, in the Broker Portal, and by NYCServers Admin.

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Who Can Do This

You must be signed in as a broker user. The panel removes Approve Request and Deny Request after a request is processed and during NYCS Review.

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Open the Requests Queue

Service Requests queue with search, status, type, and source filters, and requests showing pending, approved, and denied status badges

Service Requests Queue

1

Open Main Navigation

Open the Main Navigation section in the sidebar.
2

Go to Requests

Select Requests.
3

Sort the Queue

Select a column heading to sort by date, ID, type, client email, or status.
The Service Requests table shows 10 results on each page, newest first. Request IDs use the REQ-000000 format.

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Find a Request

1

Search

Type in the search field. It matches client email, client name, or the formatted request ID.
2

Filter

Combine the search with the Status, Type, and Source filters to narrow the queue.
The Source filter options are All Sources, Manual, Form, API, Broker Portal, and NYCServers Admin.A form filter also appears when your broker account has forms, so you can show requests from a single form.
Any filter change returns the table to the first results page.

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Review a Request

Request Details sheet showing submitted data and the Approve Request and Deny Request actions

Request Details Sheet

1

Find the Request

Find the request in Service Requests.
2

Open Request Details

Select View to open the Request Details sheet.
The sheet always shows the request type and submission date, the request ID, status, and source, plus the client name and email.Depending on the request, it also shows:
  • The current and requested plan.
  • Notes and public form answers.
  • A link to the related service.
  • Processing details such as Approved Date, Processed By, or Denial Reason.

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Approve a Request

1

Open the Request

Open Request Details for the correct request and review the client and request information.
2

Start the Approval

Select Approve Request. The dialog states that the client will be notified.
3

Confirm

Check the request ID, then select Approve Request again to confirm.
The control shows Processing… while the panel handles the action. A successful New Service request opens the related service page. Other successful requests close the sheet and refresh the queue.
Approval starts the request’s work but does not mean that work is finished. The request status can update before the generated service work completes, so check the related service for its current status.
A general approval error keeps the confirmation dialog open. Try again shortly.A failed welcome email retry keeps the request pending for review.

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Deny a Request

1

Open the Request

Open Request Details for the request.
2

Select Deny Request

Select Deny Request.
3

Enter a Reason

Enter a reason in Denial Reason. The reason is required.
4

Confirm

Select Deny Request to confirm. The panel closes the sheet and the request shows Denied.
Denying a request does not start its service work. The panel saves the reason with the request and shows it in Request Details, but it does not email the reason to the client.
A denial error shows Failed to deny request with the returned error and keeps the request available. Review the message before you retry.

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Request Statuses

If setup hits a retryable problem, the panel shows Request sent for NYCS review and moves the request to NYCS Review.

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Next Step

Manage the Related Service

Check the service’s status and log after you act on a request.
Last modified on October 4, 2026