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Resolve unable to search account or recipient information in SendSuite Xpress or Ascent

Learn how to resolve being unable to search account or recipient information in SendSuite Xpress or Ascent.
Products affected: SendSuite® Xpress, Ascent™

Issue

When attempting to search for account or recipient information on the shipping screen, no result are found even though the information exists in the database.

Cause

The account or recipient information was imported into SendSuite® Xpress or Ascent™ in mixed case format, but SendSuite Xpress and Ascent are only able to search in uppercase.

Resolution

To resolve this issue:
  1. Edit the import list so that it is in all uppercase.
  2. Re-import the list, overriding all previous information.
If this does not resolve the issue, contact software support.

UPDATED: June 03, 2021