Troubleshoot client portal access

There are a number of reasons why a client might have difficulty signing in to the portal.

Your client may be using the wrong email address to sign in. Check whether the email address they are using matches the email address recorded in their client record. If the contact has multiple email address listed, only the top one can be used to log in — Change client portal login email addresses.

If your client forgets their password for the portal, they can reset it. If password reset emails are not being received, make sure there are no typos in the client contact record and ask them to check their junk or spam mail for emails from noreply@iris.co.uk.