If you can't see a contact you are expecting in WealthWorks+, it is possible that the contact was added in Troika, since the WealthWorks+ 4.12.1 release was applied to your organisation.
Following the introduction of Contact Security Groups in WealthWorks+ 4.12.1, all new contacts and new entities should be added/onboarded in WealthWorks+. They are assigned their WealthWorks+ Contact Security Group in that process. If added in Troika, they are not and will need to be allocated to a Contact Security Group manually, so you can see them.
WealthWorks+ Contact Security Groups
In WealthWorks+ release 4.12.1, Contact Security Groups were introduced, unique to WealthWorks+. You can read more about this here:
WealthWorks+ 4.12.1 New Features and Release Notes
In summary, this release introduced a new entity and contact security model, designed to update and replace the current entity security controls in Troika, as previous controls excluded contacts who were not managed entities; essentially all users could gain access to all basic contact records. This change gives an added level of security so you can truly segment your data, if required.
For some organisations, controlling access to contact records isn't necessary. For that reason, when the WealthWorks+ 4.12.1 upgrade was applied, all existing contacts were automatically assigned to a new default WealthWorks+ Contact Security Group called 'Public'. All users were automatically given access to the 'Public' Contact Security Group at that time too.
However, if users continue to add new contacts in Troika, or onboard new entities in Troika, since the WealthWorks+ 4.12.1 release is applied, no WealthWorks+ Contact Security Group is assigned to them.
Correcting the Issue
You can add a WealthWorks+ Contact Security Group to the contact within WealthWorks+, by accessing Options > System Administration > Users > and the Contact Security Groups tab.
In the event your organisation doesn't need to control access to contacts, select the 'Public' group from the Contact Security Groups list drop down.
It is possible to use the filters here to filter down the 'Available Contacts' list, if required.
Locate the contact required to be available to all WealthWorks+ users in the 'Available Contacts' list and select it. Click Add. The contact will have moved to the 'Selected Contacts' list. The contacts are displayed here in alphabetical order.
Once done, click Save.
The contact should now be viewable to all users.
Avoiding the Issue
In the event you're using WealthWorks+ 4.12.1 release or later, all new contacts should be added in WealthWorks+ (WealthWorks+ > Actions > Add Contact), and all new entities should be added through WealthWorks+ onboarding (WealthWorks+ > Entities > Onboarding List > Onboard New Entity).
When adding a new contact/entity within WealthWorks+, users are prompted during this process to include the WealthWorks+ Contact Security Group.