Get help

Start with the problem you can see in Claude or Codex.

I cannot connect

• Check the server address against the one provided by your Client Portal administrator.
• Return to Connect and follow the steps for your assistant.
• If sign-in expired, reconnect and complete authorisation again. Check the account and organisation before approving access.

If it still fails, share the error message and the step where it appeared with your administrator. Do not share passwords, tokens or temporary download links.

I connected, but cannot see my client

Check accessible clients

List the clients I can access in Client Portal. Search for [client name]
and show any matches without selecting one for me.

Check the spelling and the organisation you authorised. An empty list can be a valid result. If the client is also missing in the portal, ask your administrator to check your access. Connecting an assistant does not grant access to another person's records.

The client or period is wrong

Stop before making changes. Ask the assistant to list the clients and periods again, then confirm your choice. Do not let it substitute the latest period or another client when your choice is unavailable.

I cannot find the records I expected

Check the client and period first, then try the document's filename or a distinctive keyword. Search matches named fields such as filenames; it does not search every word inside every document.

Open the record in Client Portal to check whether it is available. A file may still be processing or blocked from being read. A generated summary is not proof that an original file was uploaded.

A change failed, or I cannot tell whether it completed

What happened	Next step
The assistant says it lacks permission to make changes.	Reconnect with the required permission if your administrator allows it. You must still review the proposed change.
The preview expired or the target changed.	Ask for a new proposal and review it before approving.
Some changes succeeded and others failed.	Check each result. Keep the successful changes and address only the failed items.
The result is unknown, or no confirmation arrived.	Check the target record in the portal before trying again. Repeating the action could create a duplicate.
The action is reported as unsupported.	Use the supported portal workflow. A listed tool does not mean every action is available.

When the issue is resolved, return to Tools.