Overview
This article covers the most common problems with the Legl and Clio Manage integration and how to fix them. Most problems are fixed by checking a setting or by disconnecting and reconnecting your Clio account.
Common problems and how to fix them
What you see | Why it happens | What to do |
An error page when you select New onboarding or KYC workflow in Clio | You haven't connected your own Clio account, or your connection has expired. | Disconnect and reconnect your Clio account in Legl (see below). |
An error page, and you have connected Clio | You're logged in to Legl as a different user from the one who connected Clio, or your Legl and Clio email addresses don't match. | Log in to Legl as the user who connected Clio, with the same email address as in Clio. |
Legl is missing from More actions in Clio | The integration isn't set up yet, or the page needs refreshing. | Refresh the page in Clio. If it's still missing, check the integration is set up and that you've connected your own Clio account. |
The Legl fields are missing from Clio contacts | The first connection wasn't made by an Admin in Clio, so the fields weren't created. | The user who connected disconnects. Then an Admin in Clio connects first. |
Legl disappeared from Clio after an Admin's Clio account was deactivated and reactivated | The Admin's connection stopped working. | The Admin disconnects and reconnects their Clio account in Legl. |
You can't set up the integration | You don't have permission to add apps in Clio, your Clio account isn't hosted in Europe (EU) or Australia (AU), or your Clio plan doesn't allow third-party apps. | Ask an Admin in Clio to set it up. Check your Clio URL starts with eu.app.clio.com or au.app.clio.com. If your Clio account isn't hosted in EU or AU, ask Clio support whether it can be moved. If your plan doesn't allow apps, contact Clio. |
"Invalid authorization request: The provided client_id is incorrect" when you connect Clio | The region you chose in Legl doesn't match the Clio account you're logged in to. For example, you chose AU but you're logged in to a Clio account hosted in Europe (EU). | Select Logout. Then reconnect in Legl, choose your Clio Manage region, and log in to a Clio account for that region. For example, if you choose AU, log in to your AU Clio account. |
Legl doesn't open with the contact's details, or doesn't create the contact | The Clio contact is missing details. | Add a first name, last name and email address for an individual, or a company name for a company. |
The business search is in the wrong country | No country is set on the Clio contact, so Legl uses your Legl account's default country. | Set the country on the Clio contact, or change the Location in the business search. |
Results or documents aren't showing in Clio | The request isn't marked as reviewed yet, the person who created it hasn't connected Clio, or the check wasn't started from Clio. Documents shared with Share a document are never filed. | Check the integration is connected in Legl under Integrations > Manage, or in Clio under App integrations > My integrations. Mark the request as reviewed. Make sure the person who created it has connected their Clio account. Checks started in Legl aren't sent to Clio. |
"Matter reference could not be found in Clio" | The matter reference doesn't match a matter in Clio, or the matter isn't open. | Enter the reference exactly as shown at the top left of the matter in Clio, not the number in the URL. Check the matter is open. |
"Disbursement configuration failed", or permission errors for expense categories or activities | The Authenticated Lawyer doesn't have the right permissions in Clio. | Ask an Admin in Clio to give them permission to create Expenses and access Expense Categories and Activities. The Authenticated Lawyer then disconnects and reconnects Clio. Select them again as the Authenticated Lawyer and run Test Configuration. |
Disbursements stopped appearing in Clio | The Authenticated Lawyer's Clio connection has stopped working, for example after they reconnected or left the firm. | The Authenticated Lawyer reconnects Clio, or you choose a new one. Select them in the disbursement settings and run Test Configuration. |
Workflow(s) stays unticked in the onboarding checklist | This is a known issue with the checklist. | No action needed. If you can start a workflow from a Clio contact, the integration is working. |
How to disconnect and reconnect
Each user's Clio connection is separate. Reconnecting fixes your own connection only.
In Legl
Select Integrations in the left-hand menu, then the Manage tab.
Under Connectors, turn off the Clio Manage toggle and confirm.
Refresh the page.
Turn on the Clio Manage toggle, choose your Clio Manage region and select Continue.
Sign in to Clio Manage and select Allow access.
In Clio
If reconnecting in Legl doesn't fix the problem, go to App integrations > My integrations in Clio and select Remove access on the Legl card. Wait about 30 seconds, then reconnect in Legl.
ℹ️ Important
If you are the Authenticated Lawyer for disbursements, select yourself again in the disbursement settings after you reconnect, then run Test Configuration.
ℹ️ Further guidance
Important information
Our Support team can't disconnect a user on their behalf. Each user disconnects and reconnects their own account.
Disconnecting in Legl only can leave Legl still connected in Clio. If the problem continues, remove access in Clio too.
Use Chrome for the best results. Clearing your browser's cache can help with connection problems.
When to contact our Support team
If the problem continues, contact our Support team. Include your Clio URL, what you see, when it happens, which users are affected, and a screenshot.