Short answer
First confirm the client uploaded to the correct Balansix client and request and that your staff account has access. The document may also be awaiting capture or review rather than appearing directly in the accounting workspace.
What to check first
Why this happens
Client portal uploads belong to a controlled document workflow. They may first appear as received source documents and only move into accounting after review, depending on the client’s bookkeeping mode and the type of document.
Steps to resolve it
- Open the client record and review recent portal uploads and requests.
- Search by filename or upload date where available.
- Open Capture/source documents and check pending review.
- Confirm the upload is attached to the intended client and period.
- If the file genuinely did not arrive, ask the client to upload again only after ruling out permission or workflow visibility.
What to avoid
Frequently asked questions
Does every portal upload become an accounting transaction automatically?
No. Depending on the workflow, a source document can require review before it creates or supports an accounting record.
Could staff permissions hide the upload?
Yes. Access is controlled, so confirm the staff user has permission for the client and relevant document area.
What information should I ask the client for?
Ask for the filename, approximate upload time and which request/client they used. That is more useful than immediately requesting another copy.