Why a contact is missing from the list, the plan or the cadence

The most common reasons why a person is missing from People and relationships, My action plan, Follow-ups, Team or Company coverage.

Checked against the app · 24 October 2026Open in the app

What it is for

When you cannot find a person where you expect them, it is almost always because of a filter, a closed relationship or who the contact currently belongs to. Go through the reasons by section.

How to

People & relationships

  • Check the filters: search text, phase, Mine and Team, labels, cadence, deal and the open view. When the result is empty, the app shows Nothing matches the filter.
  • The phase filter compares the highest phase. Someone who has progressed further is not in the filter for a lower phase.
  • Find the person through Search (⌘K). If they are there but not in the list, a filter is hiding them.
  • A person with No owner has no open relationship, for example after it was closed.

My action plan

  • A contact handed over to a colleague for processing is in their plan, not yours.
  • The contact is in another member's batch. In that case they are processing it.
  • A contact that you neither own nor process will not be in your plan. You can still record a step for it.
  • Batch shows only contacts included in the running plan. Your other contacts are in the Outside the plan part.

Follow-ups

  • The list shows only your follow-ups. You see a colleague's follow-up in the contact detail.
  • A follow-up from a closed relationship disappears.
  • The new follow-up window (+) offers only contacts you are allowed to write to and that have an open relationship.
  • The By cadence section shows only relationships that you own, that have a cadence and whose due date is approaching or has passed. A contact for which you have a follow-up with a due date is not shown here.

Team

  • The overview does not show members with read-only access or members excluded from overviews.
  • Steps from an import are not counted in moves.

Company coverage

  • A company is counted only from people assigned to it in Opener, and only from open relationships with a recorded step.

Good to know

  • A closed relationship disappears from the lists, the plan and the follow-ups. The person and the history stay.
  • You do not see data from another space. If you have several spaces, check which one you are in.
  • Colleagues' changes appear in the app on their own within a moment, without reloading the page.

Frequently asked questions

A colleague handed a contact over to me, but I do not see it in my plan.

Check that the handover took place: in the contact detail, your name should be in the Processor row.

The side panel does not know the person, but they are in the app.

See the article Side panel does not connect or shows nothing.

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