Sometimes a client you know is in CoolFocus does not show up when you search or filter for them. Before assuming the record is gone, work through the checks below. Most "missing" records are still there, just hidden by one of a few everyday reasons.
Search by more than one detail. Quick search on the Clients list only matches First Name, Last Name, Primary Email, Primary Phone, Person Number, and Client ID. It does not match address fields or dropdown values like gender or marital status. Try the person's phone number or email instead of just their name, or build a Filter on the specific field you have. See "How do I find...?" with Filters.
Check whether someone unchecked the "Client" role. One shared record can hold several roles at once, Client, Donor, Volunteer, and so on. If someone unchecked the "Client" box on that record, the person stays in CoolFocus but no longer appears on the Clients list. Search for them under Contacts, Donors, or Volunteers instead.
Check whether the record was merged into another one. If a teammate found a duplicate and merged it, the record you are looking for no longer exists on its own, its history now lives on the record it was merged into. Use the Duplicate Finder on the Clients list to check, or search by the same phone number or email to find the surviving record. See Merging Duplicate Records.
Ask an administrator to check data access rules. On organizations with data access rules turned on, a record can be hidden from your view on purpose, for example if it is restricted to one campus or one case worker. An administrator is not limited by these rules and can confirm whether the record exists and why you cannot see it. See Data Access Rules: Limit Which Records Staff Can See.
Ask an administrator to check whether the record was deleted. Deleting a client is a "soft delete": CoolFocus hides the record from lists but keeps its history, and a record deleted by mistake can be recovered. An administrator can confirm whether this record was deleted and restore it if needed. See Deleting a Record.
If you have been through every check above and the record still does not turn up, contact support. Give them:
The client's full name, and any other identifying details you have, like phone number, email, or date of birth.
Roughly when you last saw or used the record.
What you have already checked from the list above.
That lets support search across your organization's full data instead of starting from scratch.
