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Why can't I find a record in the Data Viewer?

A record you know exists is not showing in the Data Viewer. In almost every case the record is still there and something is hiding it: a view filter, a search box left filled in, a transfer to another address, or a trip to the Recycle Bin. Any user with access to the module can run these checks. Work through them in order, and stop at the first one that brings the record back.

1. Switch to the All view

  1. Open the module in the Data Viewer.
  2. In the views panel on the left, click All. The All view shows every record in the module with no filters and cannot be modified.

[Screenshot needed: Data Viewer left panel with the All view highlighted at the top of the list]

If the record appears in All but not in your usual view, that view's filters are excluding it. Click Filters in the toolbar to see the rules on the view, and adjust them if the record should be included.

2. Clear the column search boxes

Each column has a search box beneath its header. Anything typed in one of those boxes filters the whole list, and it is easy to miss a box with text in it a few columns to the right.

  1. Scroll across every column and look for text in a search box, or a blue funnel icon in the column header.
  2. Clear the text, or click the blue funnel icon to remove that filter.

[Screenshot needed: Column header row with text in one search box and the blue funnel icon showing]

3. Search by reference number or address

  1. With the All view open and the search boxes cleared, type the record's reference number in the search box under the reference number column, or the address in the address column. The column has to be visible to search on it; add it with the Fields button if it is not.
  2. If you are not sure which module the record is in, use the Global Search bar instead. It searches across modules.

4. Check the Recycle Bin

Deleted records go to the Recycle Bin and can be restored for 30 days.

  1. Click the Recycle Bin icon (trash can) in the left navigation bar.
  2. Find the record. If it does not appear right away, refresh the page.
  3. Click Restore. The record returns to its module with its data intact.

[Screenshot needed: Recycle Bin list with a record row and its Restore button]

After 30 days, records in the Recycle Bin are permanently removed and cannot be recovered.

5. The record may have been transferred to another address

The Transfer button in the Data Viewer toolbar moves a record from one property to another. After a transfer the record lives under the new address and no longer appears under the old one. Search the All view or the Global Search bar by reference number rather than by the original address. If you are looking at a Property Profile, check the new property instead.

6. The record may be in a different module

Records are not moved between modules, but the record may have been created under a different form than you expect, for example a resident choosing a different request type. Check the related modules. The quickest way is the Property Profile for that address: its All Records tab lists every record across all modules.

7. Check module access

If a user cannot see any records in the module, or cannot open the module at all, their account does not have access to it. Your system administrator can review that. If they can see other records in the module but not this one, the cause is almost always a filter, not a permission.

If it is still missing

If the record is not in the All view, not in the Recycle Bin and not under another address, reach out to our support team with the module name, the record's reference number, the address it was associated with, and roughly when it was last seen. Please do not recreate the record until we have confirmed it is gone. A duplicate causes reporting problems later.

✅ Pro Tip: Make clicking All and clearing the search boxes your reflex. Those two steps find the record most of the time, and they take ten seconds.

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