Sign-In, Activation, And Reset Troubleshooting

When To Use This#

Use this article when you cannot get into the customer portal and need to decide whether to sign in, activate an invitation, or reset a password.

Before You Start#

• Confirm you are using the portal link for your business.
• Confirm whether you already activated your portal invitation.
• Use the email address the business has on file for your household.
• Do not send passwords, reset links, activation links, or security codes in support messages.

Choose The Right Path#

If you already activated your account, try signing in. If you have an unused invitation, activate the account before signing in. If you activated before but forgot the password, request a password reset.

Activation creates the first password for an invited account. Password reset changes the password for an account that already exists. Sign-in opens the portal after the account is ready.

Business Link Problems#

If the page says Business Not Found, reopen the exact customer portal link from your business before resetting your password. That message usually means the portal link does not identify the right business.

If the page says portal configuration is incomplete, contact your business because the portal setup needs attention.

Invitation Problems#

If the invitation is expired, invalid, or already used, ask the business to send a new customer portal invitation. Do not forward an old invitation link as proof unless the business specifically asks for it through an approved support process.

Password Reset Problems#

If the reset link is expired or already used, request a new reset email and use the newest message. If the reset email does not arrive, check the email address and your spam, junk, or promotions folders.

When To Contact The Business#

Contact your business when the visible message says the portal needs setup, the invitation is no longer valid, the email address does not match the invitation, or the account state is unclear.

Troubleshooting#

• Sign-in issue: retry the email and password, then reset the password if needed.
• Invitation invalid: ask the business to send a new customer portal invitation.
• Reset link expired: request a new reset email.
• Business Not Found: use your business's portal link rather than a generic link.
• Portal configuration is incomplete: contact the business because the portal may need setup.
• Account deleted: ask your business what options are available if you intended to regain portal access.