A client or matter is missing from CaseClock
Why a client or matter you expect is not offered on an entry, from the five-minute Clio sync and closed matters to file imports and duplicates.
CaseClock can only place an entry on a client and matter that is in your list. When one is missing, the list has not caught up yet, the matter is closed, or the list comes from a file that needs updating.
What you see
- The draft shows Needs attention with no matter, or the wrong one.
- Not one of your clients or matters. when you type a name in a manual entry.
- The client is listed but the matter is not offered.
If you use Clio
Wait five minutes. CaseClock reads Clio about every five minutes. A matter opened a moment ago arrives on the next sync.
Check the connection. On the web, open Settings, Clients and Matters. The Clio card shows the last sync time. If it says CaseClock can no longer reach your Clio account, choose Reconnect Clio to export and sign in to Clio again.
Check the matter in Clio. It must be visible to your Clio user and open. A closed matter is listed as (Closed) and is not offered for new entries; reopen it in Clio to bill to it.
If you upload a file
Your list is only as current as the last file. Export the list from your billing program again and choose Update clients and matters under Settings, Clients and Matters (also offered from Entries). The upload adds and corrects clients and matters; it does not delete entries.
If your firm uses CaseClock Sync
The list comes from PCLaw or Unity Accounting through the program your firm installed. Ask the colleague who administers it to check the connection under Settings; in the Admin Center the Connections page shows the last successful read.
The client is there twice
With Clio, the duplicate exists in Clio: merge or delete it there and the next sync removes it here. With a file, remove the duplicate row and upload again.
Still stuck
Open the entry, choose Edit, and pick the client and matter by hand so the entry is not held up. Then email support@caseclock.ai with the client or matter name and when you added it. See Getting help.
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