Version

2026.02

Overview

If a customer doesn’t appear in portal search results, it’s usually because their record isn’t available to the portal yet or doesn’t meet the search criteria. Most issues are related to data syncing or record status.

Below are the most common reasons.

The record hasn’t synced from Caselle yet

Community Connect Portal displays customer records after they sync from Caselle.

• Newly created or recently updated customers may not appear right away
• Allow time for the next scheduled sync

If the customer exists in Caselle, it will appear in the portal after syncing.

The customer record isn’t eligible for the portal

Some records in Caselle aren’t shared with the portal based on community settings.

For example:

• Inactive or closed accounts
• Records not marked for online access
• Customers without eligible charges or balances

These records won’t appear in portal search.

The customer is associated with a different community or account

Portal search results are limited to the community and accounts you have access to.

• Customers tied to a different community won’t appear
• Users with limited permissions may see fewer results

Search criteria are too specific

Exact spelling or formatting can affect search results.

Try:

• Searching by last name only
• Removing special characters
• Using partial names or account numbers

This can help locate records with slight differences.

The record was updated or merged

If a customer record was recently edited, merged, or reassigned in Caselle, it may temporarily disappear until the next sync completes.

Still not finding the customer?

If the customer should appear:

• Confirm the record exists and is active in Caselle
• Allow time for syncing
• Contact Community Connect Portal support with the customer details

Good to know

• Caselle controls which records are available to the portal
• Portal search only shows synced and eligible records
• Sync timing can vary by the city's configuration