Fix client portal sign-in and access problems
Help a client with a missing or incorrect code, wrong portal, missing account, or hidden portal area.
Start with what the client sees: a missing or incorrect code, a missing account, or a missing portal area. Most problems come from the wrong company portal, a different email address, changed account access, or a visibility setting.
The client's sign-in code did not arrive
- Check the spelling of the client's email under Portal access.
- Ask the client to check spam, junk, and filtered mail.
- Make sure the client opened your company portal.
- Ask them to select Change Email and try the invited address again.
- Confirm that the client and account are active.
The first sign-in screen continues for privacy. It does not confirm whether an email address has portal access.
The code is incorrect or expired
Ask the client to use the six-digit code from their newest sign-in email. Enter all six digits without extra spaces.
If it still fails, ask them to select Change Email and request another code. A code works once and expires after the time set by the company owner. A code made for a different company portal will not work in yours.
The button in the code email does not sign the client in
Ask the client to return to the code screen in your company portal. They can enter the digits from the same email and select Login. If that request has expired, ask them to request a new code.
The client opened the wrong company portal
Codes and access are tied to one company's portal. Send the client your portal link and ask them to close the other page.
The same email can belong to portals from different companies, but each portal uses its own link and code.
The client signed in but sees no accounts
Check that:
- the client's email is listed under Clients in Portal access.
- the client account is active.
- the client's access was not removed.
- the email in Sydnee matches the one the client used.
Archived accounts do not appear for clients.
The client sees the wrong account
Ask the client to select the account name in the portal header and choose the right account.
If the account is not listed, add the client's email to that account.
The client is asked to sign in again
The client session may have reached the company’s inactivity or sign-in limit, or a company owner or admin may have ended it. Ask the client to request a new code from your company portal. An owner or admin can check Valid Client Sessions; a listed session means access is still valid, not that the client is online.
A portal area or item is missing
Account access is only the first layer. Review the missing module, board, section, task, folder, file, service, page, or conversation.
Check the exact missing item and the affected client's access. Visibility can differ for each person in the account.
The page says something went wrong
Ask the client to reload the page and try again. If the account chooser still fails, have them sign out and start from your company's main portal link.
If you contact Sydnee support, include the portal address, account name, invited email, and the message on screen. Never ask the client to send you their sign-in code.