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Common Issues and How to Fix Them

Here are solutions to the most common issues users encounter with Tempello. If you're still stuck after trying these, you can always submit a ticket via the Client Portal.

Issue 1: Emails Not Being Logged as Billable

Possible Causes:

  • The email doesn’t match any active client/matter rule
  • The sender/recipient is internal and filtered out
  • The email was too short or flagged as non-substantive

What to Try:

  • Review your Matching Rules in Settings
  • Check the email subject and sender for typos or inconsistencies
  • Manually reassign from the Billing Dashboard

Issue 2: Emails Being Billed to the Wrong Matter

Possible Causes:

  • Overlapping rules with similar criteria
  • Incorrect priority order of rules
  • A recent client/matter was added but not updated in the rules

What to Try:

  • Reassign the time entry in the Billing Dashboard
  • Reorder or fine-tune your rules in Settings > Matching Rules
  • Create a more specific rule using sender + subject combo

Issue 3: Clio Entries Not Showing Up

Possible Causes:

  • Integration not authorized or disconnected
  • Sync delay or API issue
  • Matter not matched correctly on the Tempello side

What to Try:

  • Reauthorize Clio in Settings > Integrations
  • Manually trigger a sync
  • Confirm the time entry exists in Tempello and is linked to a valid Clio matter

Issue 4: Can’t Log In to Tempello

Possible Causes:

  • Incorrect email or password
  • Account deactivated
  • Browser compatibility issue

What to Try:

  • Use the “Forgot Password” link
  • Try logging in using a different browser
  • Contact support if your firm recently changed domains or deactivated users

Issue 5: I Was Billed for Emails I Didn’t Expect

Possible Causes:

  • Internal or test emails not excluded
  • Matching rule applied to broad email domain (e.g., *@gmail.com)
  • Team members unaware of matching logic

What to Try:

  • Audit usage in Billing Dashboard
  • Adjust matching rules to be more specific
  • Reach out to support for a detailed billing breakdown

Still Need Help?

We respond within 1 business day and resolve all support tickets within 48 business hours (business days only).