Why something may not appear

Check the account and care team

• Confirm that you signed in with the email address that accepted the invitation.
• Confirm that the correct client or care team is selected in the workspace switcher.
• Professionals should check My clients as well as the cross-client Action Centre.
• A pending invitation must still be accepted; an expired, revoked, declined or already accepted invite is not shown as pending.
• An active membership remains locked until that account accepts the care-team confidentiality agreement.

Check permission and item visibility

Membership does not make every item visible. Tasks, documents, Care Protocols, restricted message threads and private notes apply their own access rules. A notification or copied link cannot bypass those rules.

The Team leader can review workspace permissions. For a locked document, use Request access when Kinovo offers it. Do not ask another person to duplicate restricted information in a more public area.

Check filters and workflow state

• Clear search text and page filters, and check the relevant status tab.
• Completed, archived, closed or historical items may be separated from current work.
• Action Centre columns are role-aware: assigned work, responses to review and work waiting on others appear in different places.
• A private note and its reminder appear only for the note author.
• A message search may cover thread summaries or currently loaded content rather than every historical message; follow the label shown on the page.

If the item exists but no notification appeared

• The event may not concern your role or relationship to the item.
• Optional in-app or email delivery may be disabled in account settings.
• The client or message thread may be muted.
• Kinovo normally suppresses alerts to the person who performed the action.
• Repeated events can be deduplicated or combined, and resolved notifications no longer count as unread.
• Email can be delayed, filtered, bounced or suppressed by the receiving provider.

Refresh safely, then report the problem

1. 1

   Confirm the connection

   Make sure the device is online, then reload the page once.

2. 2

   Reopen from its source

   Use the relevant care-team page or current notification rather than an old bookmark or copied link.

3. 3

   Record what is missing

   Note the page, care team, expected item type, approximate time and any filter or visible error.

4. 4

   Ask the right person

   Ask the Team leader about membership or permissions. Contact Kinovo support when the access appears correct but the item is still missing.