Clients & profiles
Client-side issues are almost always one of two things: a filter hiding the client from view, or an intake link that’s been used once and is therefore expired.
”A client doesn’t appear in my list”
Section titled “”A client doesn’t appear in my list””What you saw: you know you added Maria but you don’t see her on the Clients page.
What it means: likely a filter is active (you’re on the “Has email” tab and her email isn’t set), or she’s archived, or your role’s access scope doesn’t include her practice area.
What to do:
- On the Clients page, click All clients to clear filters.
- If she’s still missing, check the Archive tab — she may have been archived.
- If she’s nowhere, your access scope was narrowed. Open Settings → Members → [your row] and check Per-section permissions.
”Intake link returns 404”
Section titled “”Intake link returns 404””What you saw: your client clicked the intake link you sent and got a “not found” or “expired” page.
What it means: intake links are one-time-use AND expire after a window. Either the client (or someone) already submitted via that link, or it’s old enough to have aged out.
What to do: open the client’s page, click Send intake link again to generate a fresh URL. The new link preserves whatever the client already filled in — they don’t have to start over.
”I uploaded a document but it’s not showing on Documents”
Section titled “”I uploaded a document but it’s not showing on Documents””What you saw: the upload appeared to succeed but the document doesn’t show up in the Documents list.
What it means: most commonly, the upload failed silently (usually a file > 25 MB or an unsupported format), or you’re looking at the wrong client.
What to do:
- Confirm you’re on the correct client (check the header).
- Try uploading again. If it’s a large file, split it into smaller chunks (~20 MB each).
- Confirm the file is a supported format: PDF, PNG, JPG, HEIC, DOC, DOCX, ODT.
”Search isn’t finding a client I know exists”
Section titled “”Search isn’t finding a client I know exists””What you saw: typed a name or email in the search bar and got no results.
What it means: the client search only matches name and email, not A-number, SSN, or passport number.
What to do:
- Try the first or last name on its own.
- Try the email.
- For A-number lookups, open the Form catalog instead — A-numbers are searchable there.
”A family member’s data isn’t flowing into the form”
Section titled “”A family member’s data isn’t flowing into the form””What you saw: you filled in the spouse’s information on the client’s Family card, but the form for the main client doesn’t show the spouse.
What it means: the family member’s relationship type isn’t set correctly, or the family member is “unlinked” from the parent client.
What to do:
- Open the client’s Identity tab → Family card.
- Click the family member row — confirm the Relationship dropdown is set correctly (spouse, parent, child, etc.). Forms route by relationship type.
- If the relationship shows a “link broken” icon, click Re-bind to relink the sub-profile.
”I can’t see the SSN field on a client profile”
Section titled “”I can’t see the SSN field on a client profile””What you saw: you opened a client’s Identity tab but the SSN field is missing or shows asterisks only.
What it means: SSN is masked by default for privacy. You need to click Show to reveal the full number.
What to do: on the Personal Information card, find the SSN line and click the small eye icon (or Show) next to the masked value. Every “Show” event is recorded in the Activity log.
When to email vs when to handle in-app
Section titled “When to email vs when to handle in-app”- Filter / archive issue — handle in-app
- Intake link expired — re-issue from the client page
- Family sub-profile won’t bind — try Re-bind, then email support@folaform.com if it still fails
- Lost client data after deletion — email support@folaform.com with the client name + approximate deletion date; soft-deletes are recoverable for 30 days
Was this page helpful?
Thanks — noted.