I am sure that my client should be in my accountancy portal, but I can't find them.

There are several reasons why, as an accountant, you might not be able to find an entrepreneur in your portal anymore.

1. The client is not in a group to which you have access.
2. The client has changed the name of their company in OkiOki and you are searching for the original name.
3. The client has been moved to the inactive clients list.
4. The client has moved to another accountant.

1/ The client is not in a group to which you have access.

If you are working with groups in your accountancy portal, it is possible that you only have access to a certain group of files, for example a group 'Clients'. It could be that the file you are looking for is not in this group. Check with the administrator of your portal whether the client may not yet have been assigned to the correct group and is therefore not visible to you.

2/ The client has changed the name of their company in OkiOki and you are searching for the original name.

An entrepreneur can change the name of their company in their OkiOki account. As a result, they will no longer be visible in your list under the original name. Try searching based on the VAT number.

3/ The client has been moved to the inactive clients list.

OkiOki can move clients to the inactive clients list for various reasons:

• If the client is a self-paying client and at some point stops paying their subscription, we will 'suspend' them. Suspended clients no longer have access to their OkiOki account and we move them to the inactive clients list.
• If you convert an 'internal' client to a 'Start' or 'Smart' client, you invite the client to start with OkiOki themselves. As long as the client has not responded to the invitation and has not completed their onboarding, we will consider them an inactive client.

4/ The client has moved to another accountant.

If a client starts working with another accountant, that accountant can send a connection request to the entrepreneur. If the entrepreneur accepts that connection request, they will move from your portal to that of their new accountant.