Overview

Use this guide when a customer is unable to log in to the Client Tracking Portal because they are not receiving the Forgot Password email or cannot access their account.

In many cases, the issue can be resolved by verifying the customer's email address, resending the welcome email, or sending a new password directly from the software.

Step 1: Confirm the Client Verified Their Email Address

Before a customer can successfully use the Client Tracking Portal, they must verify their email address using the Welcome Email sent when the customer is moved to Active status.

A common issue is that customers attempt to log in to the Client Tracking Portal before completing the email verification process.

Resend the Welcome Email

Go to:

Customers → Edit Customer → Client Portal Quick Actions → Resend Client Portal Welcome Email

Ask the customer to:

• Open the Welcome Email.

• Click the verification link inside the email.

• Complete the email verification process.

• Try logging in again.

Step 2: Send a Password Reset Email

If the customer's email has already been verified, you can send them a password reset email directly from the software.

Go to:

Customers → Edit Customer → Client Portal Quick Actions → Client Creates Their Own Password

This sends the customer a password reset email so they can create a new password.

After creating the password, have the customer log in to the Client Tracking Portal again.

Step 3: Create a Password for the Customer

If the customer still is not receiving the password reset email, you can create a password for them.

Go to:

Customers → Edit Customer → Client Portal Quick Actions → Create Your Client's Password

From there you can:

• Create your own password

• Generate a random password

The software will email the newly created password to the customer.

Step 4: Check the Customer's Email

If the customer is still not receiving emails, verify the following:

• Check the Spam or Junk folder.

• Check Promotions, Updates, or Other folders (Gmail users).

• Confirm the customer's email inbox is not full.

• Ask the customer to whitelist your sending email address or domain if possible.

Step 5: Verify the Customer's Email Address

Make sure the email address saved in the customer's profile is correct.

Go to:

Customers → Edit Customer

Verify there are:

• No spelling mistakes

• No missing characters

• No extra spaces

• The correct email domain (such as gmail.com, yahoo.com, outlook.com, etc.)

If the email address is incorrect, update it and resend the Welcome Email or Password Reset Email.

Step 6: Try a Different Email Address

If the customer continues having trouble receiving emails, update their account with another email address they can access.

After saving the new email address:

• Resend the Welcome Email, or

• Send a Password Reset Email again.

When to Contact Support

If the customer has:

• Verified their email address

• Received and completed the Welcome Email

• Tried the password reset email

• Tried creating a password

• Checked Spam and other folders

• Verified the email address is correct

• Tried another email address

…and they still cannot receive emails or access the Client Tracking Portal, please contact Support for further assistance.

Best Practices

• Always have customers verify their email before attempting to log in.

• Verify the customer's email address for accuracy.

• Check Spam, Junk, Promotions, and Updates folders.

• Create a password for the customer if password reset emails are not being received.

• If necessary, update the customer to a different email address and resend the portal emails.

Following this checklist will resolve most Client Tracking Portal login and password reset issues without requiring additional support.