Troubleshooting Client Login Issues
If a client reports that they can’t log in to the app, there are a few quick steps you can take to resolve the issue. Most login problems are tied to mismatched contact information or using the wrong login method.
Open the client’s contact record in your CRM.
Confirm that the email or phone number they’re trying to use matches what’s saved in their profile.
If the information is outdated or incorrect, update it in your CRM and then re-sync the contact to ensure the client’s login details are accurate.
Tip: A client must log in using the exact email or phone number on file—small differences like an alternate email or different phone number will prevent login.
Clients have multiple ways to access the app. If one method isn’t working, encourage them to try another:
If SMS login is failing: Have the client log in with their email and password.
If email login isn’t working: Have them try phone number/SMS login.
This quick switch often resolves issues caused by typos or verification delays.
3. Reset the Client’s Password (If Needed)
If the client still can’t log in, you can reset their password:
Navigate to the Contacts module in your system.
Next to your Contact, click the Actions button and choose the option to manually reset their password.
Share the password in a secure way with your Contact.
4. When to Escalate
If the client continues to experience login issues after following these steps, reach out to your support team. Be prepared to share:
The client’s name and contact information
The login method(s) they attempted
Any error messages they received
This information will help support quickly identify and resolve the problem.