---
title: "Fix common client profile issues"
url: "https://support.cosmesoft.app/en/article/fix-common-client-profile-issues"
language: "en"
last_updated: "2026-09-01T22:31:54.109Z"
---

# 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**.

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## 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.

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## 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.

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## 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.

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## 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.

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## 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.

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