The client cannot accept the invitation

When a client opens the invitation link they may see one of the messages below. Here is what each means and what to do.

Messages and fixes

• "The invitation expired": 14 days have passed. From the Client portal card press Resend invitation.
• "This invitation was already used": it was accepted with another account. If that is the client's account they should sign in with it. If it was accepted with a wrong account, press Disable access to block sign-in and contact support to relink the client to the right account.
• "The email doesn't match the invitation": the client signed in with an email other than the one the invitation went to. They should press Sign in with another account, or create an account with the invited email. If they want a different email, correct the contact's email and send a new invitation.
• "The invitation was not found": the link is incomplete or the invitation was revoked. Ask them to copy the whole link, or send a new invitation.
• "The portal isn't available right now": the portal is off for the firm or the contact is archived; turn it on.

Common questions

• The client can't find the email: confirm the address under "The invitation goes to …", ask them to check spam, then Resend invitation.
• They have no account: they can Create a new account from the invitation page with the same email and then return to it.
• The client says the portal is empty: the status is "Active" but no documents are shared or no matters are in their name; check the matters are linked to them as the client and share documents.