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Client Can't Access Portal

If a client can't sign in to their portal, walk through these checks.

1. Did they use the right URL?​

Each client has a unique portal URL. Make sure they're using the link you sent — not, say, your own dashboard URL or a stale link from a year-old email.

You can find the current URL for any client portal in Settings → Client Portals (per-client portal URL list is coming in a future release; for now, check the email you sent or contact support to look it up).

2. Is their company set up in your PSA?​

Portal access is scoped by client company. ProLens reads the client → company mapping from your PSA on every portal load. If the signed-in user's email isn't associated with any company in your PSA records, the portal shows "no projects" even if the user successfully signed in.

Fix: Verify in your PSA that the contact exists and is linked to the right company. Once that's correct, the next portal page load picks up the relationship.

3. Are they trying to sign up with the wrong email?​

Portal accounts use email as the unique identifier. If the contact email in your PSA is jane@acme.com but they're signing up with jane.doe@acme.com, the portal won't connect them to Acme Corp.

Fix: Either ask them to use the email matching your PSA records, or update the contact email in your PSA to match what they want to use.

4. Did they hit the wrong portal type?​

If your firm uses multiple portal templates (Owner / Architect / Engineer / Contractor) and the client landed on the wrong template, the fields they expect might be hidden.

Fix: Confirm the default template in Settings → Client Portals → Defaults.

5. Browser issues​

Rare but possible: cached cookies from a previous client portal visit can confuse session resolution.

Fix: Ask the client to sign out, clear cookies for the portal domain, and sign back in. Or try a different browser / incognito window.

Still locked out?​

Contact support with:

  • The client's email
  • The company they're associated with in your PSA
  • The exact error they see (screenshot helpful)

We can usually resolve portal access within an hour during business hours.