Login issues are frustrating for clients. Here's how to quickly resolve common access problems.
Forgot Password
No problem - you can reset your password: 1) On the login screen, tap "Forgot Password", 2) Enter your email address, 3) Check your email for a reset link, 4) Create a new password. If you don't see the email, check your spam folder.
Email Not Recognized
If the system doesn't recognize their email:
- Verify the email address in your records
- Check for typos (common: .con instead of .com)
- Confirm they're using the email the invitation was sent to
- They may need a new invitation if email changed
Account Locked
Your account may be temporarily locked after multiple failed attempts. Wait 15 minutes and try again, or use the "Forgot Password" option to reset.
App Won't Load
If the app crashes or won't open:
- Force close the app and reopen
- Check for app updates in the App Store/Play Store
- Restart the phone
- Uninstall and reinstall as last resort
Sending a New Invitation
If all else fails, you can send a fresh invitation from the Portal:
- Go to the client's case
- Click on client profile
- Select "Resend Invitation"
- Client will receive a new setup email