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Troubleshooting Access Issues with the Client Portal and App

Summary: This article provides guidance on resolving access issues with the client portal and the professional app, including troubleshooting steps and expected timelines for resolution.

Accessing the Client Portal

If clients are experiencing difficulties accessing the client portal, follow these steps to troubleshoot the issue:

  1. Verify the Correct Portal Link: Ensure that clients are using the correct link to access the professional portal.

  2. Check for App Issues: If clients are using the professional app and encounter problems, advise them to delete and reinstall the app. This action has resolved issues for some users.

  3. Desktop Access: If clients are unable to access the portal via desktop, confirm that they are using the correct link. If they are being redirected to an incorrect page, ensure they are using the link provided above.

Expected Resolution Timeline
  • The professional app is undergoing security enhancements and is expected to be fully operational by June 11th. During this time, access may be limited, and users are encouraged to use the web portal as an alternative.
Troubleshooting Steps
  • If clients continue to experience access issues after following the above steps, consider the following:
    • Confirm that they are entering the correct login credentials.
    • Ensure that their internet connection is stable.
    • Advise them to clear their browser cache or try accessing the portal from a different browser or device.
Conclusion

To resolve access issues with the client portal and the professional app, ensure that clients are using the correct links and follow the troubleshooting steps outlined above. The professional app is expected to be back online by June 11th, and users should utilize the web portal in the interim. For further assistance, clients can reach out to support.