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Clean Claims Integration FAQs & Troubleshooting

Common questions and troubleshooting steps for the Albi and Clean Claims integration, including missing projects, connection issues, and sync problems.

Common Issues & How to Fix Them

Issue

Likely cause

What to do

Clean Claims is not listed in Settings → Integrations.

The Clean Claims entitlement is not yet enabled for your account.

Reach out to Albi Support or your Account Manager and we'll enable it for you.

A new Albi project did not show up in Clean Claims.

Your Project Creation Condition may exclude it (e.g. status not yet reached, or date is outside the configured range).

Check Clean Claims Settings in Albi. Either adjust the condition or run a manual sync from the project's Actions → Integrations → Clean Claims → Sync.

Older projects (from before connecting) are missing in Clean Claims.

Sync rules only apply to new projects after the rule is set.

Contact Albi Support to Mass Sync with Clean Claims from the Clean Claims tile to push existing eligible projects.

Clean Claims tile shows Connected, but updates have stopped flowing.

The integration may have been disconnected on the Clean Claims side, or the authorization expired.

Click the Clean Claims tile, choose Disconnect, then reconnect from Integrations to Set Up.

Project type or specific fields don't appear correctly in Clean Claims.

Some project types or custom fields may need extra mapping on our end.

Reach out to Albi Support with the project ID — we can investigate and confirm whether the field is supported by the integration.

Best Practices

  1. Create and edit projects in Albi, not in Clean Claims, to keep both systems aligned.
  2. Pick the sync condition that matches your workflow. If only some of your projects are restoration jobs, use Certain Statuses rather than Everytime Project Created.
  3. After turning on the integration, run Mass Sync once so existing eligible projects are caught up.
  4. Train new staff on the connection flow and where to find the Clean Claims button under Actions → Integrations on a project.
  5. If a project is missing in Clean Claims, always check your Project Creation Condition first before reporting an issue.

 

FAQs

Q: I don't see Clean Claims in my list of integrations. Why?

The Clean Claims integration is a feature your account needs to be entitled for. Reach out to Albi Support or your Account Manager and we'll enable it on your account.

Q: Do I need a Clean Claims account first?

Yes. You'll need active Clean Claims login credentials to complete the OAuth "Allow" step. If you don't have an account, contact Clean Claims directly to set one up.

Q: Should I create projects in Clean Claims or in Albi?

Always in Albi. Albi is the source of truth for projects and customer information, and the integration pushes that information into Clean Claims.

Q: What's the difference between the three Project Creation Conditions?

  • Every time Project Created sends every new Albi project to Clean Claims automatically. 
  • Certain Statuses only sends projects once they hit specific statuses you choose.
  • Certain Dates only sends projects whose date falls inside the range you choose.

Q: I changed my Project Creation Condition. Will it apply to old projects?

No. The rule only applies to newly created projects after the change. To bring older projects over, use Mass Sync with Clean Claims.

Q: I created a new project in Albi but it didn't show up in Clean Claims. What do I do?

First, check your Project Creation Condition — it may not match yet (for example, the project hasn't reached the right status). If everything looks correct, open the project in Albi and click Actions → Integrations → Clean Claims → Sync to push it manually. If it still doesn't appear, contact Albi Support with the project name or ID.

Q: Can I disconnect Clean Claims later?

Yes. Go to Settings → Integrations, click the Clean Claims tile, and choose Disconnect. Projects already synced will stay in Clean Claims, but Albi will stop pushing new updates until you reconnect.

Q: Will Mass Sync create duplicates if I run it more than once?

No. Albi tracks which projects are already linked to Clean Claims and won't create duplicates. If you do see what looks like a duplicate, contact Albi Support so we can investigate.

Q: Is the integration available on Albi mobile?

The connection and settings are configured from the web app under Settings → Integrations. Once connected, projects will sync regardless of where they were created (web or mobile).

If you run into any issues that aren't covered here, reach out to Albi Support in-app or at support@albiware.com and we'll be happy to help.