Account Access Problems

When To Use This#

Use this page when you cannot sign in, finish activation, reset a password, reach the right business account, or find an expected business action after signing in.

Before You Start#

• Check whether your account is a customer portal account or a business app account.
• Make sure you are using the correct customer portal or Hello Sniff business sign-in page.
• You will never be asked to share your password.
• You will never be asked for security codes, full reset links, or screenshots that expose private account details.

Sign-In Surface#

• If you use the customer portal, sign in from the business-specific customer portal.
• If you use the business app, sign in from the Hello Sniff business app.
• Customer portal access and business app access are separate. If the same email works in one place but not the other, check which account type you have before treating it as a password problem.
• If the page says Business Link Needed (the portal cannot identify the business), reopen the exact portal or business app link the business gave you, or enter the business slug on that page to continue.

Activation Or Password Reset#

• Activation is for invited or first-time users who still need to finish account setup.
• Password reset is for users whose account already exists but who need a new password, including setting the first password for an imported household. Brand-new households should use the invitation flow instead.
• If an activation or reset link is expired or invalid, request a fresh invitation or reset email instead of reusing the older link.
• If the email does not arrive, check your spam or junk folders and confirm your email address with the business before sending repeated requests.
• If you followed a direct link to a specific portal page and were asked to sign in first, you are returned to that page once you finish signing in, activating, or resetting your password.

Missing Business Actions#

• A missing business action is usually an access issue, not a password issue.
• First make sure you are signed into the correct business account.
• Then check that the expected page or action applies to that account and record.
• If the action should be available but is still missing, an owner or admin can review staff access on the Access page.

Staff Login Email Changes#

• Every signed-in staff role can use Account to request a change to its own

login email.

• Your current login continues to work until you open the new inbox and select

Confirm email change.

• Merely opening the link does not change the address. Review the page, then

select the confirmation button.

• After confirmation, you are signed out everywhere. Sign in again with the

new address and your existing password.

• If the confirmation email does not arrive, check spam or junk and confirm

the new address before sending one fresh request.

• If a replacement confirmation cannot be sent, a previously delivered link

remains available. Once a newer confirmation email arrives, use the newest link.

• If the link is expired, already used, or no longer available, sign in with

the current address and send a fresh request. A password reset, account removal, or newer email-change request can also make an older link invalid.

• If you no longer control the current account or cannot complete

self-service, an owner or admin may start an assisted request from the Access page. The new inbox must still confirm before the login changes.

• If Account says email changes are unavailable in support mode, sign in with

the business's own staff account.

Policy Boundaries#

• Whether an invitation, activation link, reset email, or access change is available depends on the business's policy, so it isn't guaranteed in every case.
• Who receives business access is not decided here. The business owner or admin controls staff access.
• You will never be asked to share passwords, one-time codes, private links, or identity documents in a support article.

Troubleshooting#

• If sign-in fails, make sure you are on the right customer portal or business sign-in page.
• If activation fails, request a fresh invitation from the business.
• If password reset fails, request a fresh reset email.
• If a staff email-change link fails, sign in with the current address and

request a fresh link from Account, or ask an owner or admin for help.

• If the business account is not found, use the exact link supplied by the business.
• If an expected staff action is missing, ask an owner or admin to review access on the Access page.