Troubleshooting client invitations to the client portal

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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 portal invitation to the correct address.

You can also download this PDF to share with your clients to help them with logging in. 

Note: You might notice a yellow banner on the client's page if they haven't signed in as shown below.

To see what email address is currently being used for this client's portal:

  1. Click the Client's name > edit client info > Communication.
  2. Click Client Info tab. You can make any changes, either by updating the current email address or adding a new email address. 
  3. Click Save.
  4. Click Communication Tab. If your client never received the initial portal invitation email,  click Change email address, as shown below.
  5. Click the drop-down with the email address to reveal the newly updated email address. Select the correct email address, then click Update Email.
  6. Click Resend Email in the yellow banner on the client's overview page to resend the email to the client.

 

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