In the event that an individual client is unable to sign into the Client Portal, use the steps below to help them troubleshoot.

In this guide, we'll cover:

• Troubleshooting client invitations to the Client Portal
• Helping clients with Client Portal login issues

Note: Visit the SimplePractice Client Help Center for guides you can share with your clients.

Troubleshooting client invitations to the Client Portal

If your client hasn't received their Client Portal invitation because an incorrect email was entered, these steps will help you update and resend the invitation email to the correct address.

To view the email address that's associated with your client's Client Portal access:

• Navigate to their client Overview page > Edit > Client Portal
• Check the Email dropdown under Client Portal access

Tip: If the client hasn't signed into their Client Portal yet, you'll see a yellow banner indicating this status.

To change the email address associated with a client's Client Portal access:

• Navigate to their client Overview page > Edit > Client Info
• Update the email address listed in the Email section

• Click Save Client

Note: The Email ok box must be checked to indicate that the client has given their consent to receive emails.

You'll then see a modal asking if you'd like to Update Client Portal access? Click Yes, Disable and Resend to send a Client Portal invitation to the new email address.

You can also update the email address from the client's Client Portal tab. Choose the new email address from the Email dropdown under Client Portal access. You can edit the activation email as needed and click Send email to re-invite the client. 

If you want to resend the email invitation to a client who hasn’t signed in yet:

• Navigate to their client Overview page > Edit > Client Portal
• Select the checkbox for Resend email invitation

• Click Send email

Note: The option to Resend email invitation won't appear if a client has previously logged into their Client Portal. You can Disable access to their Client Portal, then click Send email to resend an email invitation, or send them your practice Client Portal URL in a Secure Message. To learn more, see Resending a Client Portal invitation.

Helping clients with Client Portal login issues

Note: To learn how you can get started with inviting new and existing clients to the Client Portal, see  Setting up the Client Portal.

If a client is having trouble logging into their Client Portal, they can: 

• Make sure that the email address they're entering matches what you have on file for them
• Check their Spam and Junk folders for an email from yourprovider@simplepractice.com
  • They should add yourprovider@simplepractice.com as a contact in their email address book to make sure that emails from you are delivered to their inbox
• Contact you to make sure they've been given Client Portal access

If your client is still having trouble, they can also contact you to request a Pin Code for signing into the Client Portal. 

For more information, see Assisting clients with signing into the Client Portal.