If a business you referred is not showing in your Clients tab, it usually means their account is not yet active, not properly attributed to you, or they haven’t granted you accountant access. Here are the steps to troubleshoot.
1. Check the Referrals tab first
- Go to your Referrals tab and search for the business or contact name.
- Check their status (for example: Invited, In Progress, Approved, Declined, or Closed).
- If they are still in Invited or In Progress status, they will not appear in your Clients tab yet.
- If their application was declined or their account was closed, they will also not show up as an active client.
If they have not finished their application, ask them to complete it using your referral link or invite.
2. Confirm their Lili account is active and approved
Ask your client:
- Whether they completed the full Lili application and identity verification.
- If they received a confirmation that their Lili business account is approved and open.
Only approved, active business accounts can appear in your Clients tab.
3. Make sure the account is attributed to you as the accountant
Your client might have opened a Lili account, but not through your referral flow. To check this:
- Ask the client how they signed up:
- Did they use your referral link or an invite you sent from your accountant experience?
- Or did they sign up directly from the Lili website or app without your link?
- If they did not use your referral link or invite, their account may not be attributed to you, which means they will not appear in your accountant views by default.
If attribution is wrong or missing, ask the client to invite you directly as their accountant from their Lili dashboard. They can do this from the Team section in their Lili web app by adding you as their accountant and granting you access. Once you accept the email invitation, you’ll be able to see their account in your Clients tab and access their dashboard and statements, even if you haven’t originally referred that client into Lili.
4. Confirm they granted you accountant access
If the client is referred by you and active, you will only see them as a client once they grant you access.
Ask your client to:
- Sign in to the Lili web app.
- Go to the Team section under Settings.
- Find the Accountant row with your details.
- Click Grant Access, then confirm.
After they confirm, you should:
- Receive an email asking you to accept the accountant access.
- Click the link in that email to activate your access for that business.
Once your access is active, the business should appear in your Clients tab, and you’ll be able to view their dashboard and statements.
5. Contact Lili Support
If you’ve checked all the above and still can’t see your client in the Clients tab:
- Contact Lili Support and provide:
- Your name and email
- Your firm name
- The client’s business name and owner’s name
- When and how you referred them (referral link, invite from portal, etc.)
Support can review:
- Whether the account is active and in good standing.
- Whether there are any access or eligibility issues preventing the client from appearing in your Clients tab.
Lili is a financial technology company, not a bank. Banking services are provided by Sunrise Banks, N.A., Member FDIC. The Lili Visa® Debit Card is issued by Sunrise Banks, N.A., Member FDIC, pursuant to a license from Visa U.S.A., Inc. The Card may be used everywhere Visa debit cards are accepted.
Wire Transfer services are provided by Column Bank N.A., Member FDIC. All wires are subject to acceptance criteria and risk-based review and may be rejected at the sole discretion of Column Bank N. A. or Lili App Inc.
Related to