I can't find a client record with the client ID I have
Date Created: July 18th, 2025 | Updated: September 10, 2025
What this is
Searching for a client with their ClientID but still can't find them?
I can't find a client record with the Client ID in my files
There are a couple of reasons this could be happening:
- It's possible the client record with that ID has merged with a duplicate record and the ID changed.
-
You may be searching the Scan Card ID number in the Client ID field or vice versa:
What should you do?
Use the Find Merged Client's New ID search form in the Home workspace to determine if your client's record has been merged into another record.
The form allows you to search by client ID or scan card ID. The results will show the new client ID (the one that remains after the merge) and the new scan card ID. If you click on the arrow button, you will be taken to the client's dashboard.
If no results appear, the client ID has not been merged with another record. In that case, use the Find Client search in the Client Workspace and try searching by name, date of birth or social security number.
Still unable to find the client record?
- Reach out to the Helpdesk!