Fix common client profile issues

Use this guide to diagnose and fix the most common problems with Client Profiles in Cosmesoft.

If you're not sure how client profiles work, start with About Client Profiles.
For setup steps, see How to manage client profiles.

Problem 1 — Client profile is missing or cannot be found

How you recognise it

• You search in the Clients list but get "No clients found."

• A client you’ve treated before doesn’t appear in search results.

How to fix it

• Clear Filters — Ensure no filters (like Location or Status) are hiding the client.

• Search Logic — Try searching by only the first three letters of their last name or their phone number.

• Check Archives — The record may have been merged or archived; check with your administrator.

Problem 2 — Cannot see the Accounts or Financials tab

How you recognise it

• The Accounts tab is missing or you see a "Permission Denied" message.

How to fix it

• Contact your clinic administrator.

• Request that your Permissions be updated via Settings → My Team to include "View Financials" or "Billing" access.

Problem 3 — Photo upload fails or photos are missing

How you recognise it

• You receive an "Upload Failed" error.

• Previously uploaded photos are not appearing in the gallery.

How to fix it

• Check Format — Ensure photos are standard JPG or PNG files under 10MB.

• Check Connection — Verify your internet is stable during the upload.

Problem 4 — Form shows as "Pending" after the client signed it

How you recognise it

• The client has signed, but the status in the Forms tab remains "Pending Signature."

How to fix it

• Refresh the browser page to sync the latest data.

• Verify Submission — Ask the client if they clicked the final Submit or Done button after signing.

• Re-open Form — Open the form again to confirm if the signature was actually captured.

Still not working?

If the issue persists, gather the following before contacting support:

• The Client ID or full name.

• A description of exactly which tab or feature is failing.

• Screenshots of any error messages.