Why a Prospect Is Missing From My Pipeline or Customers List

For agents: Pipeline and Customers answer different questions.

Pipeline vs Customers

• Pipeline: full sales funnel (lead → quoting → finalized → account creation → onboarding → customer).
• Customers: employers that completed onboarding and are live.

A brand-new signed-up employer still finishing setup should appear in Pipeline (often Onboarding), not necessarily Customers yet.

Triage checklist

1. Quote never sent / never finalized — prospect may not be tracked as expected.
2. Employer never signed up after finalized quote — still pre-account stages.
3. Stuck in Onboarding — admin verified but wizard incomplete (billing, contract, business details, etc.).
4. Attribution gap — account exists under a different producer path; escalate to StretchDollar support with company name + prospect email if you should own it but don’t see it.

For status definitions, see What do the different statuses mean?