--- title: Why can’t I see a contact? description: Troubleshooting missing contacts in Thrive4 --- [Skip to content](https://help.thrive4.com/why-cant-i-see-a-contact#main-content) [![Thrive4\_Logo](https://help.thrive4.com/hs-fs/hubfs/Thrive4_Logo.png?width=151&height=60&name=Thrive4_Logo.png)](https://help.thrive4.com/?hsLang=en) - [Submit a ticket](https://help.thrive4.com/submit-ticket) - Log in to your account Show submenu for Log in to your account - [Club.Thrive4](https://club.thrive4.com/) - [Thrive4 MemberHub](https://member.thrive4.com/#/app/joinin/login) Open main navigation Close main navigation - [Submit a ticket](https://help.thrive4.com/submit-ticket) - Log in to your account Show submenu for Log in to your account - [Club.Thrive4](https://club.thrive4.com/) - [Thrive4 MemberHub](https://member.thrive4.com/#/app/joinin/login) How can we help? - There are no suggestions because the search field is empty. 1. [Thrive4 Help Centre](https://help.thrive4.com/?hsLang=en) 2. [Contact management](https://help.thrive4.com/contact-management?hsLang=en) 3. [Contacts](https://help.thrive4.com/contact-management?hsLang=en#contacts) # Why can’t I see a contact? ## There are a few reasons you might not be able to see a contact you’re expecting to – the troubleshooting steps below will help you locate them ### Inactive contact or ex-player If a contact has been marked inactive (or as an ex-player for Grassroots organisations), they won’t show in your contacts list, and you won’t be able to search for them with the ‘Search contacts’ box. **How to locate and reactivate inactive contacts**: - Navigate to **Contact management \> Contacts** - Filter by 'Group' then by 'Inactive Users' or ‘Ex-players’ via the left sidebar - Select the contact(s) from the list - In the left sidebar, click ‘Manage’ then ‘Mark active’ or ‘Keep as active player’ - Select whether you would like to mark all linked accounts active as well More information on inactive contacts/ex-players is available [here](https://help.thrive4.com/how-do-i-remove-a-contact?hsLang=en).   ### Name spelled incorrectly If a contact hasn’t been made inactive, it’s possible you can’t find them due to their name being spelled incorrectly on their record. We recommend searching for the account owner’s email address, this will show all linked beneficiaries.   ### Contact not linked to organisation If an account owner (usually parent or guardian) has added a new beneficiary via the Thrive4 MemberHub, they won’t automatically link to your organisation. In this case we advise sharing the link to your booking site - this can be found by heading to **Your shop \> Shop link**. As soon as a purchase is made for the beneficiary, or they sign up for a product, the link will be made between their profile and your organisation, and they’ll show as a contact. If you don’t wish for them to make a purchase via the booking site, please follow the steps below to manually add the existing beneficiary to your contacts: - Navigate to **Contact management \> Contacts** - Click ‘Add Contact’ in the top-right corner - Select ‘Contact’ - Provide the relevant details as provided by the parent or guardian - The account owner and beneficiary details must match the existing profiles to ensure the system links the correct details to your organisation - Untick ‘Send invite’ - Click ‘Create’ and you’re done! - You can now begin [inviting](https://help.thrive4.com/how-do-i-invite-to-product?hsLang=en)or [adding](https://help.thrive4.com/how-do-i-manually-add-people-to-products?hsLang=en)the contact to products as needed **Tip:** If the account owner is having trouble adding a new beneficiary, you can use the steps above to create the new profile for them. As long as the account owner’s details are correct the new contact will link to their existing account automatically.   - [FAQs](https://help.thrive4.com/faqs?hsLang=en) - [Member guides](https://help.thrive4.com/member-guides?hsLang=en#main-content) - [Account details](https://help.thrive4.com/member-guides?hsLang=en#account-details) - [Payments](https://help.thrive4.com/member-guides?hsLang=en#payments) - [Troubleshooting](https://help.thrive4.com/member-guides?hsLang=en#troubleshooting) - [Dashboard](https://help.thrive4.com/dashboard?hsLang=en) - [Growth tools](https://help.thrive4.com/growth-tools?hsLang=en) - [Contact management](https://help.thrive4.com/contact-management?hsLang=en#main-content) - [Contacts](https://help.thrive4.com/contact-management?hsLang=en#contacts) - [Groups and Roles](https://help.thrive4.com/contact-management?hsLang=en#groups-and-roles) - [Gymnastics insurance](https://help.thrive4.com/contact-management?hsLang=en#gymnastics-insurance) - [Timetable](https://help.thrive4.com/timetable?hsLang=en) - [Teams](https://help.thrive4.com/teams?hsLang=en#main-content) - [Squad management](https://help.thrive4.com/teams?hsLang=en#squad-management) - [Season management](https://help.thrive4.com/teams?hsLang=en#season-management) - [Player management](https://help.thrive4.com/teams?hsLang=en#player-management) - [Sales admin](https://help.thrive4.com/sales-admin?hsLang=en#main-content) - [FAQs](https://help.thrive4.com/sales-admin?hsLang=en#faqs) - [Orders](https://help.thrive4.com/sales-admin?hsLang=en#orders) - [Invoices](https://help.thrive4.com/sales-admin?hsLang=en#invoices) - [Payments](https://help.thrive4.com/sales-admin?hsLang=en#payments) - [Reporting](https://help.thrive4.com/reporting?hsLang=en#main-content) - [Financial](https://help.thrive4.com/reporting?hsLang=en#financial) - [Operational](https://help.thrive4.com/reporting?hsLang=en#operational) - [Communication](https://help.thrive4.com/reporting?hsLang=en#communication) - [Product management](https://help.thrive4.com/product-management?hsLang=en#main-content) - [Adding a new product](https://help.thrive4.com/product-management?hsLang=en#adding-a-new-product) - [Billing](https://help.thrive4.com/product-management?hsLang=en#billing) - [Product settings](https://help.thrive4.com/product-management?hsLang=en#product-settings) - [Schedules](https://help.thrive4.com/product-management?hsLang=en#schedules) - [Discounts](https://help.thrive4.com/product-management?hsLang=en#discounts) - [Communication](https://help.thrive4.com/communication?hsLang=en#main-content) - [Email](https://help.thrive4.com/communication?hsLang=en#email) - [SMS](https://help.thrive4.com/communication?hsLang=en#sms) - [Notifications](https://help.thrive4.com/communication?hsLang=en#notifications) - [Organisation setup](https://help.thrive4.com/organisation-setup?hsLang=en#main-content) - [Financial](https://help.thrive4.com/organisation-setup?hsLang=en#financial) - [Data collection](https://help.thrive4.com/organisation-setup?hsLang=en#data-collection) - [Development programme](https://help.thrive4.com/organisation-setup?hsLang=en#development-programme) - [Your shop](https://help.thrive4.com/your-shop?hsLang=en) - [Troubleshooting](https://help.thrive4.com/troubleshooting?hsLang=en#main-content) - [Products](https://help.thrive4.com/troubleshooting?hsLang=en#products) - [Payments](https://help.thrive4.com/troubleshooting?hsLang=en#payments) - [Submit a ticket](https://help.thrive4.com/submit-a-ticket?hsLang=en) - [Video Guides](https://help.thrive4.com/video-guides?hsLang=en) [![Thrive4-new\_black\_logo\_RGB](https://help.thrive4.com/hs-fs/hubfs/Thrive4-new_black_logo_RGB.png?width=184&height=74&name=Thrive4-new_black_logo_RGB.png "Thrive4-new_black_logo_RGB")](https://www.thrive4.com) Copyright © 2025, Pay Here Limited trading as Thrive4