Clients & profiles

Client-side trouble is almost always one of two things: a filter (or the search) hiding someone from view, or an intake link that’s already been used and has expired.

”A client I know exists doesn’t appear”

What you saw: you added a client but you don’t see them on the clients list.

What it means: a filter is hiding them, they’ve been archived, or your role’s access scope doesn’t include them.

What to do:

1. Clear any active filter on the clients list so you’re seeing all clients.
2. Check the Archive — the client may have been archived.
3. If they’re still nowhere, your access scope may be narrowed. Ask your admin to check your permissions under Administrative → Members / Roles.

”Search isn’t finding a client”

What you saw: you typed into the topbar search and got no results for someone you know is in the system.

What it means: the topbar search matches name and email, not A-number, SSN, or passport number.

What to do:

1. Try the first or last name on its own.
2. Try the email address.
3. Mind the spelling — search matches what’s on the profile, so a nickname won’t find a client stored under their legal name.

The topbar search is your fastest jump

From anywhere in the workspace, start typing a client’s name in the topbar to jump straight to their record — faster than scrolling the list.

”My intake link returns ‘not found’ or ‘expired’”

What you saw: your client clicked the intake link you sent and got a not-found or expired page.

What it means: intake links are one-time-use and age out. Either the link was already submitted, or it’s old enough to have expired.

What to do: open the client’s page and send a fresh intake link. The new link keeps whatever the client already filled in — they don’t start over.

”A family member’s info isn’t flowing into the form”

What you saw: you entered a spouse or dependent on the client’s family details, but the form for the main client doesn’t pick them up.

What it means: the family member’s relationship type isn’t set, or the sub-profile is unlinked from the parent client. Forms route by relationship.

What to do:

1. Open the client’s Identity tab and find the family member.
2. Confirm their relationship is set correctly (spouse, parent, child, and so on) — that’s what the form uses to route the data.
3. If the link looks broken, re-link the sub-profile to the parent client, then re-open the form.

”The filer role is reversed on a package”

What you saw: on a petitioner/beneficiary matter, the two people’s roles came out swapped on the forms.

What it means: the filer role on the case is set the wrong way round, so cross-fill is populating each person into the other’s slots.

What to do: open the case and set the filer role correctly — who is the petitioner and who is the beneficiary — then re-check the forms on the Case tab.

Handle in-app vs. open a ticket

• Filter, archive, or search issue — handle it yourself with the steps above.
• Intake link expired — re-issue it from the client’s page.
• Family sub-profile won’t link, or data still won’t flow after re-linking — open a ticket from Help & support with the client name and the form involved.