Law firm users sometimes report:
“I can’t find the matter to bill.”
“The matter isn’t visible.”
“Can you add me to the matter?”
Follow the steps below to diagnose and resolve the issue.
Step 1: Confirm the Matter Exists
Go to:
Menu > Matter Management > Search/Add Matters
Search for the matter by name or reference.
Check Matter Status
Ensure the matter is not Closed.
If Closed → Reopen the matter.
If the matter does not exist → Create it first.
Step 2: Confirm the Vendor Is Assigned to the Matter
How to Check Vendor Access
Open the matter.
Go to the Vendors tab.
Check whether the vendor appears in the list.
If the Vendor Is NOT Listed
→ You must add the vendor to the matter.
If the Vendor Is Listed
Hover over the information icon beside the vendor name.
This will show:
Which vendor offices have access
Confirm that:
The user belongs to one of the listed offices
The user’s access level matches what is shown
If the wrong office or users are listed, click Edit Vendors and update access.
Step 3: Confirm Vendor Setup in Vendor Management
Go to:
Menu > Vendors > Vendor Management
Confirm:
The vendor exists
The email matches the login email
Important
The matter-level access must match the vendor’s setup.
Example:
If the Vendors tab in the Matter shows that only Admin users from the Dublin office have access, then:
The user must be an Admin user
The user must belong to the Dublin office
If those do not match, the user will not see the matter.
If You Do Not Have Access to Vendor Management
Contact your Brightflag Administrator before contacting Brightflag Support.
If the Issue Persists
If you have confirmed:
The matter exists and is open
The vendor is assigned
The office and user setup match
And the vendor still cannot access the matter:
→ Ask the vendor to reach out to Brightflag support through the Vendor Help Center and we can assist.