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Client requests

Tell your firm you cannot provide a requested item

You understand what the firm requested but do not have it, cannot access it, or cannot obtain it yourself.

For clients and custodiansReviewed Available in client requests; a recorded reason is not proof of attorney review.

Before you begin

  • Access to the requested item in your client portal.
  • A factual explanation of what prevents you from providing it.

What to do

  1. Open the matter's checklist and select the exact item. Read the description again so your explanation addresses the material the firm requested, including the person, source or dates named.
  2. If your difficulty is understanding the request, use I'm not sure what you need instead. Use I can't provide this when you understand the item and cannot supply it.
  3. Choose I can't provide this. Explain what you know in the reason field: for example, the account is no longer accessible or another person has the original. Distinguish what you checked from what you do not know.
  4. Select Tell my team and continue. Wait for the saved response and check that the item shows your explanation. If the submission fails, keep your wording and follow the displayed retry instruction.
  5. If the matter needs prompt attention, contact the firm through its usual channel and identify the item. Tell the firm if you later obtain the material so it can direct the next step and reconcile the outstanding request.

What you should see

The item is marked blocked with your reason. The firm can decide whether to clarify the request, seek another source or take another step.

Limits and unresolved problems

This response does not mark the item received or resolve a legal obligation. The item is marked before the follow-up message and task are attempted, so the saved status alone does not prove that someone at the firm has read it. Ask the firm for legal guidance.

Product scope and requirements

Related guides

Still need a hand?

Contact the firm that sent the request. Tell them which step you reached and what the screen says. Your firm handles legal questions and decides what to do next.

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