Login issues are frustrating for clients. Here's how to quickly resolve common access problems.
First, the model: Quilia has no passwords. A client signs in with their phone number or email, receives a 6-digit code (by text or email, matching what they entered), and types it in. Almost every login problem comes down to one of three things: the wrong identifier, a code that didn't arrive, or an account that was never invited.
They're Using the Wrong Phone Number or Email
The client must sign in with the exact phone number or email your firm has on file. This is the most common failure.
- Open the client's profile in the portal and read them the number or email you hold
- Check for typos on their side (common: .con instead of .com, a transposed digit)
- If their contact info changed, update it in the portal and resend the invite
The Code Doesn't Arrive
- Have them wait about thirty seconds, then tap Get code again to resend
- For texted codes: confirm it's a mobile number (not a landline), and that texts from short codes aren't blocked. They can also choose Call me instead to receive the code by phone call
- For emailed codes: have them check their spam folder
"This Email Isn't Recognized"
Email sign-in only works for addresses a firm has invited. An unknown email is rejected by design rather than creating an empty account. If the client's email should work, confirm it's on their profile in the portal, then resend the invite.
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, send a fresh invite from the portal:
- Go to the client's case
- Click the Invite button on the client
- The invite goes out by text, email, or both, depending on what's on file
- Stay with the client until they've entered their code and reached the home tab