Troubleshooting
Why can’t I see my client or project in the time tracking dropdown?
Understand why a client or project might be missing from the time tracking page and how to fix it.
Why Can’t I See My Client or Project in the Time Tracking Dropdown?
If you can’t find a client or project when logging time, it usually means the account has been hidden or not set up correctly.
Common reasons
| Cause | Explanation | Fix |
|---|---|---|
| Client set to Inactive | The legal entity was marked inactive, so its accounts are hidden. | Ask an administrator to change the client status back to Active. |
| Account inactive | The specific Rate Schedule or project account has been deactivated. | Re-activate the account in the Client Accounts page. |
| No accounts under the client | The client exists, but no sub-accounts were created. | Create a new Hourly Billing or Project account. |
| Permissions issue | You don’t have visibility of that account. | Contact your manager or operations team. |
Steps to troubleshoot
- Go to Client Accounts → Client Database and search for the client name.
- Check the Status column for both client and account.
- Confirm that the account type (Rate Schedule / Project) is active.
- Refresh the Time Tracking page and reselect the client.
Notes
- If a project recently finished, it may have been hidden to keep lists tidy.
- Always ensure your time entries use the correct account before submission.