In the event that an individual client is unable to sign into the Client Portal, you can 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, you can first check the email address associated with your client's access to the Client Portal. To do this:

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

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

If this email address is incorrect, you can change the email address associated with the client's access. To do this:

• Navigate to their client Overview page > Edit > Client Info
• Update the address under Email

• Click Save Client

Note: Under Permission, Email OK must be selected 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 client’s email address from their client's Client Portal tab. To do this: 

• Navigate to their client Overview page > Edit > Client Portal
• Choose the new email address from the Email dropdown under Client Portal access
  • You can edit the activation email as needed
• 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 previously logged into their Client Portal. To address this, click Disable access within their Client Portal tab, then click Send email to resend an email invitation. Alternatively, you can send them your practice Client Portal URL in a Secure Message so they can generate their own login email or login via Google SSO. To learn more, see Resending a Client Portal invitation.

Helping clients with Client Portal login issues

Note: To learn how to 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, we recommend they: 

• 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
  • We recommend that they add yourprovider@simplepractice.com as a contact in their email address book to make sure that emails from SimplePractice 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 request a Pin Code from you to sign into the Client Portal. You can provide this by navigating to the client’s Overview page > Edit > Client Info, and clicking Generate Pin Code.

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