Help
Help with CaseClock
Start here when something is not working. Pick the problem that matches what you see, or ask support with the details that let them help quickly.
Pick what you see. Each page gives the cause, the fix and what to expect afterwards.
Signing in and setting up
- A sign-in code does not arrive or is refused
- A client or matter is missing
- Desktop install, tray icon and microphone
- Joining your firm's CaseClock, when a colleague has set up the Admin Center
Recording and entries
- My recording did not appear as an entry
- An entry will not approve, send or export
- Clio connection problems
- The duration changed when I saved: your billing style rounds for display and export; the minutes you entered are kept.
- The wrong client or matter was chosen
Reconcile, Memory and the phone
- The Reconcile tab is missing on my phone: connect Reconcile on the web first.
- CaseClock keeps using an old spelling
- The app says my trial ended or my subscription is inactive: your data is safe; billing is managed on the web or by your firm's Owner.
Firm administration
- The Admin Center turns me away: only Owners, Admins and Billing Managers open it.
- Someone cannot accept their invitation
Ask support
Getting help explains how to reach CaseClock and what to include so the problem can be found quickly.
Security and privacy
What CaseClock records and stores, where it is kept, which permissions each feature asks for, who at your firm can see what, and how to delete your data.
Sign-in codes
What to do when the six-digit CaseClock sign-in code is late, missing, expired or refused, including firm mail filtering and mistyped addresses.