goAML Admin Cannot See a New User Request: What Should Be Checked?

When a UAE business adds an employee to its goAML organization, the new user must register as a Person under the organization's existing Org ID. The organization's admin user—normally the MLRO or Compliance Officer—then reviews the request.

Sometimes, however, the new user says that the registration has been submitted, while the goAML admin cannot see the user request.

This does not necessarily mean that the request has been rejected or that a second registration is required. Several parts of the additional-user process should be checked first.

The UAE Financial Intelligence Unit (UAEFIU) states that additional users register under the same Organization ID and that the organization's admin user is responsible for approving the new-user request.

How Does a New User Request Reach the Organization Admin?

Before troubleshooting the missing request, it is useful to understand the sequence.

For an additional user under an existing organization, the UAEFIU process includes:

The new user registers on the SACM/e-services portal.
The Supervisory Body/Regulator approves the SACM pre-registration.
The user receives the required SACM credentials.
The user completes the required network access setup.
The user accesses goAML.
The user registers as a Person under the organization's existing Org ID.
The organization admin reviews and approves the new-user request.

Therefore, if the admin cannot see the request, the first question should be which stage has actually been completed?

1. Confirm That the User Completed Person Registration

The first check is whether the employee actually submitted a Person registration in goAML.

Access to the SACM/e-services portal does not by itself mean that the goAML Person registration has been submitted.

The UAEFIU explains that additional users must register as a Person under the same Org ID after completing the required access steps.

Ask the new user to confirm:

They accessed goAML successfully.
They selected the Person registration option.
They entered the organization's correct Org ID.
They completed and submitted the registration.
The system did not display an error preventing submission.

If the Person registration was never submitted, there may be no request for the admin to approve.

2. Check the Organization ID

The next important check is the Org ID.

Additional users must register under the existing organization's Org ID.

If the employee entered the wrong Org ID, the request may not appear where the company's admin expects it.

The business should therefore compare the Org ID entered by the new user with the organization's actual Org ID.

The Org ID is assigned to an organization after successful registration and is included in the goAML approval information.

This is particularly important when a person works with multiple UAE entities and has access or registration information relating to more than one organization.

3. Make Sure the Person Registered Under the Existing Organization

A common mistake is confusing Organization registration with Person registration.

An organization registering on goAML for the first time uses the organization registration option. Once the organization is approved and active, additional internal users can register as Persons under the same organization.

Therefore, if an employee is being added to an already active company, check that they did not accidentally start a separate organization registration.

The admin should be looking for an additional-user request associated with the existing organization.

4. Check the Admin's User Request Management Area

The UAEFIU Registration Guide identifies the admin-side process for reviewing additional-user requests.

After logging in, the organization's admin user goes to:

Admin → User Request Management

The guide states that the User Change Requests page displays the relevant requests. The admin can preview the request, verify the submitted information and attachments, and then approve or reject it.

Therefore, if an admin says they cannot see a new user request, they should first confirm that they are checking the appropriate User Request Management section rather than another user-management screen.

5. Confirm That the Person Is Actually an Additional User

The MLRO/Compliance Officer who initially registered the organization is already treated as the registering person.

The UAEFIU FAQ explains that the MLRO/Compliance Officer does not need to register separately as a Person simply to complete the organization's initial registration.

Person registration is used when the organization wants to add additional users or when the MLRO/Compliance Officer is being changed.

This distinction matters because the admin should not expect the initial MLRO registration to appear as a normal additional-user request.

6. Check Whether the User Is Still Waiting at an Earlier Stage

Sometimes the apparent missing request is actually a registration that has not reached the Person-registration stage.

For example, the employee may still be waiting for:

SACM pre-registration approval
SACM credentials
Network access
Required authentication setup
Access to goAML

The UAEFIU's additional-user process places these steps before Person registration under the organization's Org ID.

If one of these earlier stages has not been completed, the admin should not assume that the Person request has already been submitted.

7. Check for an Existing or Previous User Profile

A user may already have goAML access connected to a previous employer or an existing organization.

This is especially relevant when the employee has changed companies.

The UAEFIU states that users who have switched employers should contact their supervisory body to deactivate their previous access before registering again with a new employer.

Therefore, if a new employee cannot complete registration correctly, the issue may be related to previous access rather than the organization's admin account.

The business should establish whether the employee has previously used goAML before attempting repeated registrations.

8. Check Whether the Admin Is the Correct Organization User

The additional-user request is not intended to be approved by an arbitrary employee.

The UAEFIU identifies the organization's admin user, normally the MLRO/Compliance Officer, as the person responsible for approving additional-user requests.

If another employee is checking the system and cannot find the request, the issue may simply be that the person is not the organization's designated admin user.

The business should therefore confirm:

Who is the current MLRO/Compliance Officer?
Who registered the organization?
Which user has admin privileges?
Is the person checking the request the organization's designated admin?

9. Check Whether the Request Is Waiting for Admin Approval

If the new user has successfully registered as a Person under the organization's Org ID but the request has not been approved, the UAEFIU specifically advises the user to follow up with the organization's admin user, normally the MLRO/Compliance Officer.

This is important because a pending request should not automatically lead to another registration attempt.

Instead, the organization should first determine whether the existing request is available to the correct admin user.

10. What Should the Admin Review When the Request Appears?

Once the request becomes visible, the admin should not approve it without reviewing the submitted information.

The goAML Registration Guide states that the admin can preview the request and verify the information and attachments before approving or rejecting it. If rejecting the request, the admin should add comments explaining the reason.

The admin should therefore check:

User's name
Identification information
Contact details
Organization association
Submitted documents, where applicable
Requested user information
Whether the person should have access to the organization

This helps ensure that the correct person is being added to the correct reporting entity.

What If the Admin Still Cannot See the Request?

If the user confirms that Person registration was successfully submitted under the correct Org ID, but the organization's authorized admin still cannot locate the request, avoid repeatedly submitting new registrations.

Instead, document the issue and contact the appropriate supervisory body or goAML support channel with the relevant registration details.

Useful information may include:

Organization name
Org ID
New user's name
Registered email
Date of registration
The stage completed by the user
Any error message displayed
Screenshot of the relevant screen, where appropriate

The UAEFIU provides official support channels for goAML registration and account-related issues.

Common Mistakes to Avoid

Registering the user as a new organization

An additional employee normally needs to register as a Person under the existing organization's Org ID rather than creating another organization.

Checking the wrong account

Only the organization's appropriate admin user should be expected to manage the additional-user request.

Assuming SACM approval means Person registration is complete

SACM access is an earlier stage of the additional-user process. The user still needs to register as a Person under the organization's Org ID.

Re-registering repeatedly

If the first request is already submitted, creating multiple registrations can make the situation more confusing. First determine where the original request is in the process.

Ignoring previous employer access

A user who previously worked for another reporting entity may need previous access deactivated before registering with a new employer.

Admin Checklist: New User Request Not Visible

Before escalating the issue, the organization can check:

The employee completed SACM registration.
SACM pre-registration was approved.
The employee can access the goAML system.
The employee registered as a Person.
The correct Org ID was entered.
The employee submitted the Person registration successfully.
The organization is already active on goAML.
The correct organization admin is checking the account.
The admin opened Admin → User Request Management.
The employee does not have an unresolved previous-employer access issue.
The organization has not created unnecessary duplicate requests.

Frequently Asked Questions

Why can't the goAML admin see a new user request?

First confirm that the new user actually completed Person registration under the organization's correct Org ID. The admin should then check Admin → User Request Management, where the registration request can be reviewed.

Who approves additional users in goAML?

The organization's admin user, normally the MLRO/Compliance Officer, approves additional-user requests under the same entity.

Does a new employee need to register a new organization?

No. Additional users register as Persons under the existing organization's Org ID.

What if the employee previously worked for another company?

The previous goAML access may need to be deactivated before the employee can register with the new employer. The UAEFIU advises users who have switched employers to contact their supervisory body regarding previous access.

Where does the admin approve a new user?

The goAML Registration Guide directs the organization's admin user to Admin → User Request Management to review, approve or reject user requests.

Should the user submit another registration if the admin cannot see the request?

Not immediately. First verify the Person registration status, Org ID, admin account and User Request Management area. If the request was successfully submitted but remains unavailable, the organization should seek clarification through the appropriate official support or supervisory channel.

Conclusion

When a goAML admin cannot see a new user request, the first step should be to identify where the additional-user registration actually stopped.

The employee must complete the required SACM access process and then register as a Person under the existing organization's Org ID. The organization's authorized admin, normally the MLRO/Compliance Officer, reviews the request through Admin → User Request Management.

If the request was successfully submitted but still cannot be located, the business should check the Org ID, admin account, previous employer access and registration status before creating another request.

A structured check is usually more useful than repeatedly submitting the same user registration.