Can't find a case or report
A case, contact, report or file you know you created isn't showing. How search and the lists work, and where to look.
Symptom: a case, contact, report or file you know exists doesn’t appear.
Cases
- Check where you’re looking. Your dashboard’s Active cases list shows only cases in Inquiry, Active or Report writing. Closed and archived cases are on the Cases page.
- Use the filters. The Cases page shows every phase, most recently updated first, and lists up to 50. Filter by Status, Type or Last activity dates to narrow it down.
- Search by the exact, whole name. Search (the magnifier, or Ctrl + K / Cmd + K) matches a case’s or contact’s full name exactly. Capitals and extra spaces don’t matter, but part of a name, a case reference or words from notes and files won’t find anything. If nothing matches, you’ll see “No case or contact is named” and your search term.
- Check you’re signed in to the right account, if you have more than one email address.
Contacts
Search contacts by exact name, email or phone. Phone numbers match on their digits. A contact you merged into another now appears under the one you kept; one you removed no longer appears in Contacts but still shows on its cases.
Reports
The Reports page lists drafts and published reports from every case, showing the 50 most recently created. If you’ve made more than 50, open the report’s case and look under its Reports tab.
If a client can’t see a report, check it’s published, not just a draft. See Client can’t see a case.
Evidence in a case
Use the evidence toolbar rather than scrolling: search by part of a file name, filter by type, sharing and capture date. The gallery shows the 200 most recent items. Removed evidence doesn’t appear.
Still missing
Contact support from Settings, section Help & audit log, Contact support, with roughly when you created it and what kind of record it was. Your activity log also records when records were created or changed. Support can’t see what’s in your cases, so leave names and details out.