First, does that client traveller have trip data shared with Go2Mobile? - CCS clients do currently not have data sharing with Go2Mobile due to CCS restrictions. If the client is CCS advise this.
Second, check the email that the client traveller has registered with the same email as is used for travel bookings - Ask what email has been used to register and cross-check with the bookings.
If the client traveller has not registered with Go2Mobile, direct them to the Website product page above and Quick Start Guide.
If the client has registered on Go2Mobile, check their Go2Mobile email matches the traveller email in the booking. (See CTP New Process Slides for formats of traveller email in PNR - Evolvi bookings will require a booking file check with Business Support.) If the email does not match in PNR, update to the correct Go2Mobile email and queue PNR to YH3/45 to update in Go2Mobile. (Update not possible for Evolvi - in this case, advise client that Go2Mobile email must be used in future bookings to sync trip data)
For any queries not resolved with the above, forward email the query to Go2Mobile@claritybt.com and advise the client that the issue has been escalated to the Go2Mobile Product team.