If a client exists in your practice management system but does not appear in the ChangeGPS Client Import Manager search, there are a few common causes. First, check that the CIM integration is connected and the last sync completed successfully in Admin Settings → Integrations — if the sync failed, recently added or updated clients will not be in ChangeGPS. Second, if the client was added to XPM after the last sync, they will not appear until the next sync runs. Third, some practice management systems have multiple client statuses — for example, archived or inactive clients — and CIM may only import active clients. If none of these explanations apply and the client is clearly active and visible in your practice management system, contact our support team through the chat widget and provide the client name so we can investigate.
My client exists in XPM but does not appear in the ChangeGPS Client Import Manager search. Why?
Overview of missing clients in CIM, including sync status, client visibility, and troubleshooting steps.