Because Whistleblower Software uses end-to-end encryption, case access must be shared manually between users within the platform. Do not delete the outgoing user's account until the new person has confirmed they can access all cases.

Step 1: Add the new case handler to each case

The current case handler must log in and manually add the new person as a case handler on every active and past case. Open each case, go to Settings or Members within the case, and add the new person. The new person must then log in to initialize their access and confirm they can read all files.

Step 2: Update category settings

If the outgoing user was set as the default recipient for new reports in a specific category, update this so future reports go to the right person. Go to Settings > Reporting Channels > Categories and replace the old user's name with the new one.

Step 3: Delete the old account

Once the new person has confirmed they can open and read all cases, go to Settings > Users and remove the old user.

Archiving is the final step of a case's lifecycle. The case status must be set to Closed before the archive option becomes available.

If the Closed option does not appear, check the following:

If the option is still missing after checking both, reach out to the support team with a screenshot of your full screen while inside the case.

If you see a notification for a new case but it does not appear in your dashboard, this is usually caused by one of two things.

Check your dashboard filters

The dashboard may be filtering out the case. Click Filters at the top of your case list, make sure the New status is selected, and clear any active filters such as date ranges, departments, or categories to see if the case appears.

Check your case handler permissions

Because Whistleblower Software uses end-to-end encryption and role-based access, cases are only visible to the users assigned to them. The case may have been automatically routed to a different case handler based on the department or language of the report. If you are not the assigned handler, the case will not appear in your dashboard even if the global counter shows it.

If you believe you should have access to all cases, contact your internal administrator. They can update your permissions or adjust the automatic assignment rules. In many situations, this is resolved by granting administrator rights.

Because Whistleblower Software uses end-to-end encryption to protect reporter anonymity, passwords are not stored in a recoverable format. There is no reset function, and neither the support team nor system administrators have access to the reporter's private keys.

Recommended solution

The best way forward is for the whistleblower to submit a new case. In the new submission, they should include the case ID of their original case if they have it, along with a brief summary of the previous communication so the case handler can identify them.

Once the new report is received, the case handler can use the Link cases feature in the dashboard to connect both reports and keep the files organized together.

This is usually caused by local browser or device settings rather than an issue with the platform. Try the following steps:

If the issue persists after trying these steps, try submitting the report from a different device or browser.

Yes. It is possible for a report to be submitted through the oral reporting channel without containing an audio file. This can happen if the reporter selected the oral option but uploaded a different file type, such as an image or document, instead of recording a voice message.

In this situation, the Play Audio option will not appear in the files section of the case. The file attached will reflect whatever the reporter chose to upload.

If you need further information from the reporter, use the secure chat function within the case to ask them to provide an audio recording or additional clarification.