--- title: Frequently Asked Questions description: Short answers to the questions every new CaseSolo user asks. ---
Frequently Asked Questions
Short answers for beginners. Step-by-step fixes live in Troubleshooting and Common Issues.
Accounts and access
How do I join my firm on CaseSolo?
Ask your firm admin for an invitation link. Open the newest link, create your account, and verify your email. Your role is assigned by the admin — see Account Setup.
I signed out — am I really signed out?
Yes. Sessions revoke immediately on sign-out or admin revocation (including team-member revocation). A signed-out portal link stops working right away.
Why can't I see a case?
You are likely not assigned to it, or your role does not allow access. Ask an admin or the supervising attorney to check your permissions.
Cases and settlement rooms
What are the five settlement rooms?
Intake, medical truth, cited demand, negotiation, and fail-closed IOLTA. They are the daily-production path on Home, and the case header always names your next settlement-path move.
Why does the dashboard room count not match my expectation?
Room lists (/cases?room=…) match their counts, and IOLTA includes settled matters waiting on a debit. Opening a live matter from a room list takes you to the next settlement move, not the overview.
Can I just change the status dropdown to settle a case?
No. Settlement status is owned by a logged acceptance (Workflow 4 in Core Workflows). Status dropdowns, kanban drags, bulk edits, imports, and checklists cannot move a matter to Settlement.
Demands
Does CaseSolo email, fax, or mail my demand letter?
No. The cited send path (/cases/:id/demand) generates the letter with page-level citations and an exhibit index, and recording delivery marks it delivered (transmitted: false). You deliver the letter through your own channel.
Why did generate fail with 409 NO_STORED_MEDICAL?
The medical file is empty. Add a treatment, bill, or record on the medical chronology page first — the generate controls stay closed until the file has content.
Why did send fail with 409 NO_RECIPIENT or 409 NO_DESTINATION?
Cited send requires a named carrier recipient and a destination. Fill both in and send again.
Negotiation and money
Why can't I log an offer or acceptance?
Money events require a dollar amount — a $0 acceptance can never unlock Settlement. Enter the amount and log again.
Why did my IOLTA debit fail with TRUST_OPEN_LIENS?
Open liens block every debit. Clear them in the lien tracker first — reduced medical-bill and subrogation liens still block — then post the debit. See Trust Accounting.
Where did my money go after the debit?
A fail-closed debit on a SETTLEMENT matter moves it to DISBURSEMENT. After disbursement, the ledger names Reconcile IOLTA — reconcile bank, book, and client-ledger balances to finish.
Documents, tasks, and portal
Where are old versions of a document or demand?
Document revisions live at /cases/[caseId]/doc-versions (see Workflow Versioning). Demand snapshots live in the versions table.
A document upload failed. What do I do?
Confirm the file type and size are allowed (PDF, DOC, DOCX, images, and more — see Uploading Documents), refresh, and retry. If it still fails, contact support with the document type, size, and case number.
What can my client do in the portal?
Check case status, upload requested documents, message your team, review invoices, and start secure card payment on eligible invoices. Free claimant case-tracker accounts can follow a case check before an attorney takes it.
Billing and AI
What do plans cost and what are the limits?
Current tiers are $29 / $59 / $119 with 50 / 500 / unlimited cases. See Plans & Pricing.
What are AI credits?
Metered credits for AI features (agents, review, generation). Admins monitor usage under subscriptions; avoid regenerating the same output repeatedly. See Subscriptions and AI Credits.
Integrations
An integration says attention or blocked. Is it connected?
No. CaseSolo never displays a stored stamp as a live connection — setup pages only show connected with live credentials or tokens, and unwired providers refuse with 409 PROVIDER_NOT_WIRED instead of storing keys. Open Settings → Integration Reliability, reconnect the provider, or ask an admin to update credentials.
Still stuck?
Use the in-app help area or contact your firm admin with the page URL, case number if relevant, what you expected, and what happened.