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Confirm the record context first

Most apparent data loss is a context problem: the wrong workspace, client, case, form, or family-member section is open. Before changing anything, confirm the case ID, linked client, case type, and the specific form or section where the value should appear.

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Check whether the change was saved

For client-provided information, confirm whether the client saved or submitted the relevant section. For staff edits, check whether another browser tab or staff member changed the same record. Do not re-enter large amounts of information until you know whether the original value is elsewhere in the case.

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Common causes

  • A client worked in a different questionnaire section or family-member profile.
  • The case or form shown is not the one the client used.
  • The case status or invitation state prevents the client from editing.
  • A newer save from another tab overwrote an older view.
  • A migration or import mapped the field differently than expected.
  • The team is looking at a generated output instead of the source questionnaire.

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Avoid concurrent editing loss

Do not edit the same questionnaire or case section in multiple browser tabs. Close stale tabs before making a major change and refresh before saving after a long editing session. When two staff members need to work on the same matter, divide work by section and use tasks or internal notes to make ownership clear.

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Use available history carefully

If the relevant workflow exposes history or prior values, use it to identify what changed and when. Treat history as evidence to review, not an automatic recovery action. Confirm the correct record and the impact on generated documents before restoring or re-entering a value.

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Escalate safely

Provide the case ID, affected form or section, approximate last-known time, action preceding the issue, and a screenshot that does not expose unnecessary client data. Do not send full passports, forms, credentials, or entire client files in a general support message.