An entry will not approve, send or export
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.
CaseClock holds an entry when something your billing system needs is missing, and locks an entry once it has left. The entry page always says which; this page explains what to do about it.
The entry says Needs attention
Open it. The page lists what is missing under Before you can finish this entry:
| Missing | What to do |
|---|---|
| Client or matter | Choose from Matters this could be, or Edit and pick them. See Choosing clients and matters. |
| Duration | Edit and type it: 0.8, 1:30 or 54 minutes. |
| Description | Edit the description, or say it with Refine by voice. |
| Billing codes | The matter requires an activity code and a task code. Choose Suggest codes or pick them. See Understanding task-based billing codes. |
Send to Clio is not offered
- The entry is not approved yet. Approve it first, or use Approve + Send to Clio.
- The matter is closed in Clio. Reopen it in Clio, or file the time elsewhere.
- The matter requires billing codes that are missing.
- The entry was exported to a file already. An entry goes to one place.
- CaseClock can no longer reach your Clio account. See Clio connection problems.
The entry is left out of my export file
The entry shows Not exported with the reason: no rate, no lawyer id, a matter number too long for the program, or a character the program cannot read. Fix the value and choose Export approved again. Your Lawyer ID and layout are under Settings, Clients and Matters, CSV export for your billing program.
I cannot edit an exported entry
Exported entries are locked so a bill and CaseClock never disagree by accident. Choose Re-export: the entry returns to Approved and your next export writes it again. To change more, Un-approve after that.
Un-approve is refused
An entry in Clio, in a CaseClock Sync batch or in an exported file has to be taken back first. The entry names the step: Re-export for a file, or change it in Clio. An entry already on a Clio bill is not changed by CaseClock.
I approved by mistake
Choose Un-approve. If the entry already went to Clio, change or delete it in Clio as well.
Still stuck
Email support@caseclock.ai with the entry's date and client. See Getting help.
Missing recording
What to do when a recording did not appear as an entry, where it goes after you stop, why it may be held or fail to process, and how to retry.
Clio connection
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.