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Client getting invalid email or password when accessing portal

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Kelley Massengale, LCSW, BACS, LLC

I have sent an initial email to a new client for him to complete my documents.  When he gets the email and inputs his email address and the password that was sent in email, however he gets a error message that says invalid email or password.  I have resent the email multiple times with new passcodes and he gets the same error message.  I have also completely deleted him as a client and added him back and resent email.  He gets the same error message.  How do I resolve this issue?

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12 comments

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  • Gillian

    Hi Kelley, we'd be happy to help with this. Because this is specific to your account and the client, a member of the Success team will reach out to you privately to assist. 

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  • Judith A. Castro

    Hello,

    My client is having the same problem as the one above getting the error message and me resending it now twice.  This person would really love to do counseling asap.

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  • Gillian

    Hi Judith, happy to help. We'll reach out to you privately to assist. 

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  • Teresa Gingerella

    I have had this same issue and thought it was a operator error on my clients part.  Can someone provide and update with this?   Thank you

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  • Susan Richardson

    I am having the same problem. I sent a new client the access link to the secure client portal, but the password is not working.  (I haven't had this problem with other new clients.)  Would love help ASAP, please.

     

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  • Gillian

    Hi Teresa and Susan, we haven't made any changes or updates to this feature recently. I'd recommend double-checking that the client's email address is entered correctly, that the client is using the email address to log in and not a username, and ensure the client is entering the correct temporary PIN.

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  • Robert M. Schlesinger

    I'm having the same issue with a client this week. Can SP customer service call and speak with him since it is a technical issue?

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  • Leslie Davenport

    I'm having the same problem with a client having difficulty logging into their portal. Can you assist?

    Leslie Davenport

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  • Susan Richardson

    As a follow up, in case it proves helpful to someone else, I eventually figured out that I was missing a . (period)  in the client's email address.

    It took me a while to figure it out because somehow he still received the invite from Simple Practice even though I had his email address wrong. Not sure how that is even possible. (Maybe because the system had his phone number as well?)

    Anyway, once I corrected the client's email address and re-sent the invitation, it worked just fine.

    Also, as an FYI, when Simple Practice responded to my email, they suggested making sure that the client was using their full and correct email address (and not a user name.)

    It was actually reassuring to me to know that the problem was not on Simple Practice's end. Hope this helps a few people.

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  • Ruth

    Hi Robert and Leslie - I've gone ahead and created help requests on both of your behalfs so a member of our team can reach out to you directly. We recently rolled out our Passwordless Login for the Client Portal, which would only require your clients to enter the email address associated with their account. Once entered, the system will generate an automated email with a link to login. You can review this resource on our Passwordless Login Feature for more information. 

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  • Mary Jackson Lee, LCSW

    I am having the same problem with two of my clients. I have had them check their spam and junk inboxes. No issues there. This problem is isolated to two clients. No others reporting a problem. Has anyone been able to trouble shoot this?

     

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  • Ruth

    Hi Mary - If you'd like us to investigate a specific client, please submit a Help Request from your SimplePractice account. To do so, click on the "?" icon to the bottom right > Get Help > Ask Question > Email. You can also click here to submit a Help Request: SimplePractice Help Request Form.

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