Guide
Your client can't get into the portal
If your client can't open the delivery, the message they see says why. Here is what's happening in each case and what you can do from What the client sees.
Who can do this
- For
- Designers
- Role
- “Can run with AI” and up
- Plan
- All plans, including Free
- Where
- On a computer
What your client sees and what to do
| They see | What's happening | What to do |
|---|---|---|
| That password isn’t valid | They typed it wrong or it's an old one | Have them copy the whole thing from the latest email. The shared one goes exactly as it is, with its capital letters |
| Too many attempts | They failed many times in a row | Have them wait about 15 minutes and try again |
| That link no longer works | The email link is older than 30 days or you renewed it | Have them sign in with that delivery's password if they have it; if not, have them ask you for a new link and click Renew |
| Your session has ended | You changed their access or the shared password | Have them sign in with the most recent password |
| This delivery is paused for now | You turned off The delivery shows in the portal | Turn it back on |
| This delivery is not shared with you | They aren't among the people who receive it | Add that person in Client |
| This link no longer works | You changed the public link or the access | Send them the new link |
What you can check
Open Delivery and What the client sees:
- The delivery shows in the portal has to be on.
- The person has to be among the people who receive it.
- Check the Access: with the public link, if you changed it, the old one no longer opens.
- In Who has signed in, click Renew in their row: they get a new link and a new password.
In those three cases, the page offers to ask you for access through your help email or WhatsApp.
If the person has no email, Bitácora shows you the password when you renew it, only once, so you can pass it on yourself.
So they can write to you
In Settings › Client portal, add a help email or WhatsApp: the sign-in screen will tell them how to write to you to ask for the password. See Put your studio's brand on the portal.
How your client gets in is in Sign in to your project's portal.
