A client can't sign in
Clients sign in with a one-time link sent to their email. Most problems come from a link that was already used or is older than 20 minutes, an email in spam, or a different address. Ask the client to open your portal address, enter their email and use the new link within 20 minutes.
How client sign-in works
A client enters their email address on your portal’s sign-in page and receives a link. The link works once, for 20 minutes. Opening it shows a button, Open your portal, which signs them in on that device for 30 days. There is no password.
Common problems and fixes
“That link has expired or was already used.” Links in emails work once and for 20 minutes. The page offers to send a new link to the same address; the client selects it and uses the new link straight away.
The email hasn’t arrived. Ask the client to check spam or junk, and to search for your firm’s name. Emails come from your firm’s name “via Denby”. Some company mail systems hold messages for a few minutes.
They’re using a different email address. The link only goes to an address that’s a contact on their client page. Check the address on the client’s People tab, correct it, or add their other address as a contact.
The page says their portal isn’t available. The client may be archived, or the contact removed. Archived clients can’t open their portal; restore the client on its Settings tab.
They signed in on another device. Each device signs in separately. On a new phone or computer, they request a new link.
Several people share one inbox. Each person should be a separate contact with their own address, so links and activity are theirs.
Still not working?
Email support@denby.app with the client’s email address and roughly when they tried. We can see whether the email was delivered or bounced.