Finding a missing care team, item or button

Start with the account and care team

• Are you signed in with the email address that joined this team?
• Is the correct client or care team selected?
• If you are a professional, is the page showing All clients or just one client?
• Is an invitation still waiting for you to accept it?
• Is the confidentiality agreement for this team still waiting for your acceptance?

If the item or button is restricted

Your role may let you view an item without editing it. A file or conversation can also be shared with fewer people than the rest of the workspace.

A copied link cannot bypass access rules. Ask the Team leader to check the relevant permission or use Request access on a locked document when offered. Do not ask someone to paste private content into a wider conversation.

If the item used to be on the list

• Clear the search and filters, then check the appropriate status tab.
• Look in Completed or archived work when available.
• Check whether the task is now waiting on someone else or ready for review.
• Remember that another person’s private notes and reminders will not appear for you.
• Try the conversation title when searching Messages; inbox search does not search every historical message body.

If the item exists but you did not get an alert

• The event may not need to alert your role or everyone who can see it.
• Kinovo normally avoids notifying the person who performed the action.
• Check optional notification settings and any care-team or thread mute.
• An email may be grouped or no longer needed after you view or act on the item.
• Check Spam or Junk, and check browser or device permissions for device alerts.

If it is still missing

1. 1

   Protect unfinished work

   Save any draft and confirm that it saved before refreshing or signing out.

2. 2

   Reload and reopen

   Check your connection, reload once and open the item from its care-team page instead of an old link.

3. 3

   Record the problem

   Note the page, item type, filters, approximate time and any error. Avoid copying private care content.

4. 4

   Ask for help

   Ask the Team leader about access. Contact Kinovo support if access appears correct but the problem remains.