Login Issues
What to check when sign-in fails or a client can't access their portal.
Two distinct flows here: team users signing into the dashboard, and client portal users.
Problem: Team user can't sign in to the dashboard
Cause 1: No active invite
Confirm an Admin invited this email. Check Settings > Users for a pending row.
Solution: Send a fresh invite. Old invites expire after seven days.
Cause 2: Wrong email casing or domain
Sign-in is case-sensitive on the local part for some IdPs.
Solution: Use the exact email the invite was sent to.
Cause 3: SSO/SAML mismatch (Firm plan and above)
If your firm uses SSO, the IdP must allow the user's account.
Solution: Confirm with your IT team that the user is in the ProLens IdP group.
Problem: Client can't access portal
Cause 1: Wrong URL
Each client has a unique portal URL.
Solution: Confirm they are using the link you sent, not a stale one. Find the current URL in Settings > Client Portals.
Cause 2: Company not set up in your PSA
Portal access is scoped by client company. If the signed-in user's email is not associated with any company in your PSA records, the portal shows "no projects" even after sign-up.
Solution: Verify in your PSA that the contact exists and is linked to the right company.
Cause 3: Wrong email on sign-up
Portal accounts use email as the unique identifier. If the contact
email in your PSA is jane@acme.com but they signed up with
jane.doe@acme.com, the portal does not connect them to Acme Corp.
Solution: Either use the email matching your PSA records, or update the contact email in your PSA to match what they want to use.
Cause 4: Browser cookies
Cached cookies from a previous portal visit can confuse session resolution.
Solution: Sign out, clear cookies for the portal domain, sign back in. Or try incognito.
Contact support with the client's email, the company they are associated with in your PSA, and the exact error they see.