My client can't log in

Ask your client exactly what the screen says, then work down this page. The most likely causes come first.

You can't reset it for them

You can't see or set a client's password. Inviting them again doesn't help: if they already have a password, the new email says "You have been added to [project name]" and has no password in it. The client has to set a new password themselves, in step 2 below.

1. Check they've been invited

1. Open the project and go to Settings, then People, then Clients.
2. Read the status on the client's card:
   • Not invited: click Invite, then Send invitation. See Invite a client to their portal.
   • Invited: they've been sent an invitation but haven't opened this project. Carry on to step 2. If the email never arrived, see An invitation email hasn't arrived.
   • Joined: they've got in before. Carry on to step 2.

2. "Invalid email or password."

This is the usual one. The password is the one in their first invitation email, unless they've since set their own.

1. Check the email they're typing is the one on their contact in CRM > Contacts. That's the address they sign in with. If it has changed, edit the contact.
2. Ask them to open the sign-in page, tap Forgot your password? and enter that email. They get "Reset your [studio name] portal password". The link lasts two hours. See Reset or change your password.
3. If they don't have the sign-in page to hand, click Invite on their card. The email has an Open your portal button that takes them there.

The page always says "Check your email", even if the address was mistyped. If nothing arrives, go back to the first point.

3. "Portal access is disabled"

The portal is switched off for the project, or they no longer have a project with it on.

1. Open the project and go to Settings, then Preferences.
2. Under Client portal, turn on Enable client portal and click Save changes.
3. If they were removed from the project as a secondary client, add them again and invite them.

4. "Can't open this link"

They used a sign-in link that has expired. These last an hour. They should go to the sign-in page and use their email and password.

5. "Access blocked"

The portal has stopped accepting connections from the network they're on. Ask them to try mobile data instead of Wi-Fi. If that doesn't work, or they think it's a mistake, they should email the address shown on the screen.

6. They get in, but something is missing

That isn't a sign-in problem. See My client or contractor can't see something.

Check it from your side

On the client's card, click Quick login to open the portal as they see it. If it opens, the project is fine and the problem is their password or network. Look, but don't act: anything you do there is recorded as your client's. Using it can also mark them as Joined even if they've never signed in themselves. See See the portal as your client or contractor sees it.

If it's someone else

• A contractor: they can sign in with an access code instead of a password. On the Contractors tab, click More on their card, choose Copy access code and send it to them. See If you can't sign in or a page won't open.
• A colleague in your studio: see Reset a forgotten password, or Sign in with two-factor, or if you've lost your phone.

Still stuck? Contact Techstyles support with the client's email address and the exact message they see.