Clio connection problems
What to do when CaseClock can no longer reach your Clio account, a matter will not sync, Connect Clio is not offered, or you want to disconnect.
CaseClock can no longer reach your Clio account
A banner on the web says so and offers Reconnect Clio to export. Clio ends a connection when your Clio password changes or an administrator revokes access. Nothing in CaseClock is lost; entries you approve wait until you reconnect.
- Choose Reconnect Clio to export, or open Settings, Clients and Matters and choose Connect Clio.
- Sign in to Clio and allow CaseClock. The link is valid for 15 minutes.
- Back in CaseClock, the Clio card reads Connected with the last sync time. Choose Send to Clio on anything that waited.
Connect Clio is not offered
- A file is your client and matter source. Remove the file under Settings, Clients and Matters first; CaseClock keeps one source at a time.
- Your firm uses CaseClock Sync for PCLaw or Unity Accounting. Those firms do not connect Clio.
A matter or change is not showing
See Missing client or matter: the five-minute sync, visibility in Clio and closed matters.
I connected the wrong Clio account
Choose Disconnect under Settings, Clients and Matters, confirm, then Connect Clio and sign in to the right Clio user. Entries already in CaseClock stay.
Disconnecting
Disconnect stops the sync. Your entries and the clients and matters already in CaseClock stay; nothing is removed from Clio. Reconnect at any time.
Still stuck
Email support@caseclock.ai with your Clio email address and when the problem began. See Getting help.
Entry will not approve
The reasons an entry is held at Needs attention, why Approve or Send to Clio is not offered, what the exported lock means, and how to take an entry back.
Contact support
How to reach CaseClock support from each application, what to include so the problem can be reproduced, and how to send desktop diagnostics safely.