Overview: Sometimes a user can prepare a binder but the manager is unable to find the binder when they log into Active. This help article will help users find a binder that has been worked on but isn't visible to all users.
Ways to Troubleshoot finding a binder
1. Check filters
Ensure the filters at the top of the Workpapers module are cleared of anything unusual, and that “Show completed” is ticked in case the binder status has been set to completed.
2- Check client group restrictions
Have the preparer user who can access the client confirm whether the Client Group is restricted.
If the client group is restricted, ensure the manager is a whitelisted user to the restricted client group.
If you can open and view the binder in Active website but can't open it in Excel, Sometimes toggling the restricted checkbox (on and off, or vice versa) can also resolve permission-related issues with binders.
For more troubleshooting steps where users can see a binder but can't open it in excel please see the help article below:
How to troubleshoot common Microsoft signin error/login loop/Sharepoint access issues - checklist
3. Check office assignment
If your firm has multiple offices, also confirm that the Client Group and all clients under it belong to the same office.
Additionally, if the manager clicks their name in the top-right corner and selects Profile, they should check under the Offices section that they are assigned to the same office as the client group and the associated clients.
4. Recycling bin
Check whether the binder exists in the recycle bin in the workpapers module:
https://my.businessfitness.com/one/workpapers/recycle-bin