How work moves
Case tracking
How statuses, owners, next actions, and external authority handoffs should be interpreted.
Audience
Customers, operators, and AI agents
How to read your case status, understand what each status means, and know what action is needed from you.
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Status Definitions
| Status | Meaning | Action needed | |---|---|---| | Draft | You have started intake but not submitted. | Complete the questionnaire and upload documents. | | In Review | AI agents are reviewing your documents. | None — review typically completes within 1 business day. | | Documents Requested | One or more documents are missing, expired, or insufficient. | Check the case for a list of required items and upload them. | | In Progress | An operator has your case and is working on it. | Monitor for updates; respond promptly if contacted. | | Pending Authority | Your application has been submitted to the authority and is awaiting their decision. | None from you unless the authority requests additional info. | | Action Required | The authority has requested something that requires your input (e.g., a signature, an appointment, a payment). | Check the case note for the specific action needed. | | Completed | The service is complete and documents have been issued. | Download your final documents from the vault. | | Blocked | The case cannot proceed due to an external factor. | Review the blocking note and contact Sonsoto support if unclear. | | Cancelled | The case was cancelled at your request or due to abandonment. | Start a new case if you wish to resume. |
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How Often Cases Update
- AI-driven steps (document review, classification) update within hours.
- Operator steps update as work progresses, typically within 1 business day.
- Authority steps update when the authority provides a response — timelines vary and are outside Sonsoto's control.
- You receive a notification for every status change.
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Where to See Status
Log in to your Sonsoto account and go to the Dashboard. Each active case shows its current status, the last update time, and any pending actions.
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What "Pending Authority" Means in Practice
Once Sonsoto submits your application, the case is in the authority's queue. Common authority processing timelines:
- Free zone license: 3–10 business days
- GDRFA/ICP visa: 3–15 business days (varies by visa type)
- DLD transfer: 1–5 business days once appointment is booked
- MoF TRC: 5–15 business days
These are typical ranges. Actual timelines are set by the authority, not by Sonsoto. During Pending Authority, Sonsoto monitors status and escalates if a case is stalled unexpectedly.
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Related Processes
intake.md— How a case openshuman-escalation.md— When operators take over