Login Issues
Someone cannot get in — here is where to look first.
Overview
Almost every login problem is one of four things: the account was never activated, the password was never set, 2FA is required and not configured, or the person is on the wrong portal entirely.
Common Symptoms
New team member cannot log in
Likely cause: The welcome email that sets their password was never opened or never arrived.
Fix: Resend the welcome email from their member page, or reset their password directly.
Client cannot access the portal
Likely cause: Client self-registration is off, or their account has no portal access.
Fix: Check the client record, and the self-register toggle under Payment Settings.
“2FA required” on every attempt
Likely cause: Require 2FA is on for the workspace but this user has not set up an authenticator.
Fix: Walk them through authenticator setup; you can remove and re-issue the device if needed.
Wrong portal
Likely cause: An agency owner logging in at the client portal, or a client trying the workspace login.
Fix: Confirm which URL they are using — the workspace, the client portal, and the Clientish Portal are separate sign-ins.
Account locked or suspended
Likely cause: Access status is Hold or Pending, or the agency subscription lapsed.
Fix: Check access status on the record, and the subscription in the Clientish Portal.
Tips & Best Practices
Use sign-in-as before you start debugging. If you can get in as them, the problem is their credentials; if you cannot, it is the account.