FAQ: Why a Matter Might Not Appear in Accounts

Modified on Mon, 17 Jun at 4:46 PM


A matter might appear on your Desktop, but not in Accounts (cloud) if specific required fields are not completed.

In order to ensure a matter is syncing to Accounts correctly, first check the required fields within the matter on the desktop.

Fields Required for Sync

To ensure a matter syncs correctly and appears in Accounts, the following fields must be filled out:

  • Division
  • Description
  • Person Responsible

These fields are highlighted in red in the matter information form. Ensure they are completed to avoid syncing issues.

If a matter does not have the above fields entered correctly, this will also affect any WIP/time entries, cost recoveries and disbursements from syncing to Accounts.


If the above fields have all been entered correctly and the matter still does not appear or entries are not syncing correctly, ensure the following:

  1. Matter is not closed
    • If the matter details include a closed date, any work entered after the date has been set will no longer sync to Accounts as the system assumes no further work will be added. If you wish to add additional time or disbursements, first remove the closed date.
  2. Matter must have a client
    • A client must be set in the desktop, and it must exist in Accounts. If there are multiple clients, then they all must exist in Accounts.
  3. If Supervisor is set, then they must exist in Accounts.
  4. If Person Assisting is set, then they must exist in Accounts.

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