Fix client portal sign-in and access problems
Help a client with a missing code, invalid link, wrong portal, missing account, or hidden portal area.
Start with the message or missing item the client reports. Most portal problems come from the wrong company portal, a different email, removed account access, or a hidden tool.
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 always moves forward for privacy. It does not prove to the client that the email has portal access.
The code is incorrect or expired
Ask the client to use the newest code email and enter all five digits without extra spaces.
If it still fails, ask them to select Change Email and request another code. A code made for a different company portal will not work in yours.
The client's access link is invalid
Ask the client to select Return to login if that option appears. Then have them sign in with their email and a five-digit code.
An access link stops working when its account is inactive, the link is no longer valid, or the portal company is unavailable.
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.
A portal area or item is missing
Account access is only the first step. You may need to make the module, board, section, task, folder, file, service, page, or conversation available to the client.
Check the exact missing item. Do not assume that all clients in an account should see the same content.
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.