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Troubleshooting Guide: Client Cannot Access the Portal

Tips and tricks if your client says they cannot access their event portal.

Naomi Sherman avatar
Written by Naomi Sherman
Updated over a week ago

If your client is having an issue locating or accessing their event portal, there are a few ways to assist and redirect them. Listed below are suggested steps to take with your client when they approach you with this type of question and concern.

Resend the Portal Link

You can always resend a client their custom event portal link. Providing them with this link gives them immediate access to their portal. Follow the steps outlined below to provide them with their portal link:

  1. Edit their event to navigate to the back office management area for the event.

  2. Select the "Event Contacts" tab at the top of the page.

  3. Locate the client's name on the contacts list and hover over their name to reveal the three dots to the right-hand side.

  4. Select the three dots and choose to email the link to the client or copy the link.

ℹ️ Note: Copying the link from this area will reset the session for the client and refresh their access. This is a great process to follow if your client claims there is an issue with their portal.

💡Pro Tip: Setup a welcome email that is sent to your client when their event is booked that walks them through instructions on the mobile app and also provides them with their custom portal link. The welcome email is a great way to provide the portal link to the client and it will remain in their email inbox any time they need to reference it. To learn more about setting up a welcome email, please refer to the Sample Welcome Email article within the help center.

Test the Client's Access

You can test the client's portal access by opening their event portal link in a new incognito window. Copy the client's event portal link with the steps listed above and open the copied portal link in a new incognito web browser window.

When the portal loads, you will see the portal with the same access the client has to the portal. Look around the client's portal to see if you understand your client's visibility issues. It may be that the client is unsure how to locate a to-do or a document. Having access into their point of view will help you see what the client sees and provide them with guidance and next steps.

Ensure the Client has Access to the Invoice

If your client claims there is no content within the "Pay & E-Sign" tab, it is most likely that they do not have access to the invoice.

Follow the steps below to grant a client access to the invoice items:

1. Click on the "Invoices" tab within the event edit screen.

2. Open the existing invoice by selecting the hyperlink for the invoice on this page.

3. Ensure that the client who needs access is listed under the "Client" name on the quick-close invoice screen.

4. If the client is not listed, select the "+" button to add additional users to the invoice. This process is outlined in more detail in the following article:

Unique Portal Access

Each contact and client added to the "Event Contacts" tab of an event has their own unique portal link that is customized to their access to the details within the portal. These portal links sign the user in seamlessly without prompting them for a username or password. Due to this single sign on process, each portal link is unique to the individual and recognizes them by their email address on file to sign them in.

If a client or contact needs their portal link again, follow the steps above to resend their portal link to them.

Contact Releventful Support

If you have followed the suggested steps outlined in this article and your client is still experiencing an issue accessing their portal, please contact the Releventful Support Team via the chat icon in the lower right-hand corner of the page. We'd be happy to take a closer look for you and determine the cause of the issue.

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