Troubleshooting

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The client cannot see a case

Check the case access settings and the email address the client uses to sign in.

What to check

  1. Open the case in the agent portal.
  2. Open the case access settings.
  3. Confirm that the client is linked to the case.
  4. Confirm that the client has client portal access.
  5. Check that the client signs in with the email address saved on the client's contact.

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