How can we help?

1. Make sure you have an active Clio account
2. Sign in from the Send to Case icon in your toolbar and check the region: pick yours when it asks where your Clio account is, or click "Change region" (or "Using Clio outside the US?") under the button
3. If it says "Couldn't check which Clio regions are available" and your Clio account is outside the US, close the popup and open it again before signing in. If the message stays, check that a VPN, proxy or firewall isn't blocking api.sendtocase.com
4. Check that you're using the correct Clio login credentials
5. Disable any VPN or proxy that might block the connection
6. Check if Clio is experiencing any outages at status.clio.com
7. Try signing in to Clio directly in a new tab first: app.clio.com in the US, or your region's address such as au.app.clio.com
8. Clear Chrome's cache and cookies, then try again

• Search query: Try searching by matter name or client name.
• Permissions: Make sure your Clio account has access to the matters you're looking for.
• Recently created: New matters may take a moment to appear in search results.
• Token expired: Disconnect and reconnect your Clio account to refresh your access.

This means the extension isn't active on the current page. Try:

• Clicking the icon anyway — it should still open the popup.
• Navigating to a different page.
• Making sure you're on a regular webpage (not Chrome's settings or new tab page).

1. Click the Send to Case icon in your toolbar
2. You should see either "Connect to Clio" or the screen where you search for a matter and add files
3. If connected, try searching for a matter — results should appear
4. Check Chrome's extension page (chrome://extensions) to ensure Send to Case is enabled

First, try right-clicking the document's download link and selecting "Send to Clio" — this works even on links the scanner doesn't recognize as files, which is the most common reason a scan comes back empty.

If the item isn't a real link (nothing happens when you right-click), use the fallback that works on every site: download the file to your computer, then click the Send to Case icon in your toolbar and use "browse files" (or drag the file in) to upload it to the matter.

Still stuck on a specific site? Email [email protected] with the site's name — we prioritize scanner coverage from these reports.

Creating a Clio task or calendar entry needs two Clio permissions, Tasks and Calendars. If you signed in before October 16, 2026, your first click on "Create task" or "Create calendar entry" shows "Clio hasn't given Send to Case permission to create tasks for your account" (or "calendar entries") and a "Reconnect to Clio" button. To fix it:

1. Click "Reconnect to Clio" and approve the request in the Clio window that opens, signed in as the Clio account you use with Send to Case
2. When it says "Reconnected. Create the task now." (or "calendar entry"), click the create button again

It's one approval in Clio: you aren't signed out, and your pinned matters stay. If it still says no, your Clio role may not allow creating tasks or calendar entries, so ask your firm's Clio administrator. If the reconnect itself fails or shows another message, the next entry explains each one.

Each of these messages appears in the upload window, under the task or calendar entry. None of them created anything in Clio.

• Reconnect fails: "Couldn't reconnect to Clio." means the sign-in failed without saying why. If you closed the Clio window, or it failed in another way, the message may give that reason instead. Click "Reconnect to Clio" again and finish the sign-in in the Clio window. If it says "Send to Case is not signed in to Clio.", click the Send to Case icon in your toolbar and sign in first.
• A different account: "You signed in to Clio as a different account, so nothing changed." Sign in to Clio as the account you use with Send to Case, then click "Reconnect to Clio" again.
• Account not confirmed: "Reconnected, but Send to Case couldn't confirm which Clio account you used, so nothing was created." Close the upload window; if Send to Case then asks you to sign in, sign in again. If you still need that task or calendar entry, add it in Clio.
• No default calendar: Calendar entries only. "Set a default calendar in Clio; the option will work on your next upload." means Clio reports no default calendar for your account, so the entry has nowhere to go. Set one in Clio; you don't need to reconnect, and Send to Case checks again on your next upload.

If you sent a ZIP from a link and only some of its files reached Clio, a "Resume this ZIP" button can appear under the ZIP in the upload window's list of failed files, while that window is open.

• What it does: Uploads only the files that never arrived, into the same folder, and never uploads a file twice.
• Why it may refuse: If it can't confirm from Clio which files already arrived, it uploads nothing rather than risk a duplicate, and says "This ZIP can't be resumed safely."
• If it refuses: Download and open the ZIP, check the matter in Clio for what's missing, and upload those files yourself with "Browse files" in the toolbar popup, or by dragging them in.

Send to Case never deletes anything in Clio, so a file cut off midway can leave an incomplete entry there until you remove it.

When an upload you started from a right-click, a page scan or pasted links has added a document to the matter, the upload window's results screen offers two optional actions, "Create a task in Clio" and "Add a calendar entry in Clio". Nothing is created until you click "Create task" or "Create calendar entry". Uploads made by dragging files into the toolbar popup or with "Browse files" don't show them.

• Task: One task on that matter, assigned to you, listing the documents from the upload.
• Calendar entry: One entry on that matter, on your default calendar, on a date you type, listing the documents.

Send to Case never deletes anything in Clio, so a task or entry you don't want must be removed there. If the screen says "Task may exist: check Clio" (or "Calendar entry may exist"), look in the matter in Clio before trying again.