Find a missing client

Chronicle creates client records by ingesting the ERE status report spreadsheets. If the SSA has not assigned the case or the case is missing from the status report sheet, Chronicle cannot automatically create the client record.

Why the client is missing

Chronicle discovers clients and case details through the ERE status report sheet. When a case is not listed there—either because the SSA has not yet assigned it or because it was never added to your report—Chronicle has no source data to import. This is true even when the SSA has granted you direct ERE access to the case separately.

Add the client manually

Until the case appears on the status report, you can create a placeholder record manually. On the All Clients tab, click the New Client button.

Resolve the root cause

Contact the SSA to have the case formally assigned and added to your ERE status report sheet. Once the case appears on the sheet, Chronicle will import the full record and resume automatic monitoring.

Other causes to check

If the case is already on your latest ERE status report but still missing from Chronicle, review Troubleshoot e-File monitoring issues and Client detail page data fields for credential, lock status, SSN, or withdrawal checks.

Common issues