Why a Rating Prompt Will Not Clear

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At a glance

You answered a rating prompt and expected it to clear from the Prompts panel, but the prompt is still there. This article walks through the six most common causes. Most cases are cache or save-confirmation issues that resolve in under a minute.

Before you start

1. Open the Shifts screen with the Prompts panel visible.
2. Note which prompt is not clearing (team member, position, prompt type).
3. Estimated time: two to three minutes to diagnose.

Steps

1. Refresh the page. The Prompts panel sometimes shows stale state after a rating is saved. A full page refresh forces the panel to re-query and should drop prompts that were actually resolved. If refreshing clears the prompt, you are done.
2. Confirm the rating actually saved. Open the team member's Ratings tab and look at the Rating History stream. If your rating is not in the stream, the save did not complete. Return to the prompt, open it again, and re-enter the rating, confirming you see a save indicator or the stream update before closing.
3. Check whether the prompt was a Comment only rating. Comment only does not satisfy a missing rating prompt (it does not write a score). If the prompt says "How is [name] on [position]?" and you answered in Comment only mode, the prompt will still count as unanswered. Re-rate using Override or Average mode.
4. Check the prompt type. Outdated rating prompts (hourglass icon, "Rated X Y ago" text) reappear on a schedule. If the prompt you thought you cleared is now back a week or month later, it is an outdated rating prompt doing its job, not a bug.
5. Confirm the team member is still assigned to the position. A prompt may clear only when there is active position coverage. If the team member has moved off the position since the prompt fired, [VERIFY: whether the prompt clears, lingers, or transforms into a different prompt type.]
6. Confirm you have permission to rate. If a permission issue silently prevents the save, the prompt will not clear. Look for a confirmation message or error banner after your save attempt. If nothing visible confirms the save, permissions may be the cause.
7. You should now see the prompt cleared from the panel, or you should know which of the above causes is active. If none apply, submit a ticket (see Still Stuck).

Video

Video coming soon.

Common gotchas

The prompt count badge is wrong, not the prompts themselves.

The numeric badge on the Prompts button can briefly lag behind the panel contents after a save. Refresh the page to resync the badge.

I answered many prompts in sequence and some did not clear.

Batch answering with Speed Rating occasionally produces a race condition where the last one or two saves do not persist. Reopen the Prompts panel, find any prompts that came back, and re-answer them individually.

The prompt still shows "Rated X ago" even after my new rating.

The "Rated X ago" text inside an outdated rating prompt describes the most recent prior rating, not a failed save. Once you rate, the prompt should disappear from pending and move to the resolved history at the bottom of the panel. If it is still in pending, see steps above.

I rated but a new identical prompt appeared.

Some edge cases produce a new prompt instead of clearing the old one. Answer the new prompt normally. If this happens repeatedly for the same team member and position, submit a ticket so the underlying duplication can be investigated.

Related articles

1. Answer a Rating Prompt (How-To Guides)
2. Understand Rating Modes and Tiers (Reference)
3. Rate a Team Member From the Ratings Tab (How-To Guides)

Still stuck

If prompts are not clearing after a refresh and confirmed save, submit a support ticket and include:

1. Your store number.
2. The team member and position on the problematic prompt.
3. The rating mode you used.
4. A screenshot of the Prompts panel showing the persistent prompt.
5. A screenshot of the team member's Rating History stream for that position.

Support typically responds within one business day.

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Pre-publish checklist status

8 d6f5bfb3-4f64-47f2-a5f8-6efee52960ca complete All seven sections filled.

9 7b02133d-c7bd-4afe-97c7-87c59436eba9 complete Final step is a confirmation step.

10 e9a48649-4bf4-49c1-a0bd-b9507f59b28d complete No em dashes, no hedge words, permission-based role references.

11 64bd4d08-6d00-41d4-adae-e02ca5a9b7dc complete Step count is seven, appropriate for a Troubleshooting article with product-supplied context.

12 65de2a4a-1da2-4d19-ae95-99326a52f88d incomplete UI verified against Production.

13 85940678-b1a0-4fcc-9da5-a513af34bff6 incomplete VERIFY blocks and screenshots pending.

14 6aa5be70-be99-45ff-9036-be6423ea34b5 incomplete Reviewed by Jared and Kevin.