Client can't see a case, report or file
A client has signed in to the portal but can't see a case, a report or a file you meant to share. A checklist of the usual causes.
On this page
- 1. They’re looking for the case by name
- 2. They haven’t accepted the invitation for this case
- 3. They haven’t finished setting up
- 4. You haven’t approved their safety code
- 5. The report is still a draft
- 6. The file isn’t shared
- 7. You shared it before they joined
- 8. Their access has ended
- 9. Their tab is locked
- For your client
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Symptom: your client has signed in to the portal, but can’t see a case, a report or an evidence file you thought you’d shared.
Check these in order. Most of them show on the case’s Client access card.
1. They’re looking for the case by name
Clients don’t see your case name. In their portal, the case is listed by type and the date it was opened, such as “Surveillance, opened” and a date. Tell them what to look for.
2. They haven’t accepted the invitation for this case
Invitations are per case. If they accepted one for a different case, they won’t see this one until they accept an invitation to it. See Invitation expired or missing.
3. They haven’t finished setting up
“Has not finished setting up their portal keys” on their row means they accepted but didn’t complete account setup. Ask them to sign in and finish; nothing can be shared with them until they do.
4. You haven’t approved their safety code
Nothing is shared with a client, and no message is sent, until you’ve approved their safety code. Check it with them by phone or in person, then approve. See Inviting clients to the portal.
5. The report is still a draft
Drafts never appear in the portal. Use Review & publish and Publish to client. If you’ve changed a published report, choose Replace published version so they see the new one.
6. The file isn’t shared
Evidence is private to your firm until you tick Shared with that client in the file’s Client access settings. Files over 100 MB can’t be shared to the portal.
7. You shared it before they joined
Anything shared or published before the client accepted isn’t included automatically. Use Re-share on their row under Client access.
8. Their access has ended
Their row shows Ended once the retention period of a closed case has passed, or Revoked if access was ended. To give them access again after it’s ended, you’ll need to send a new invitation.
9. Their tab is locked
If they reloaded the page, they’ll see Unlock private content and need to enter their password.
For your client
PIToolkit support can’t see what’s in a case, so your client should always ask you first. You can check all of this in a couple of minutes.