I have a client who lost their login information for the client portal. How do I start that process over for them?
How you do this, depends on how far they were in the process of authorizing their login. If the client had never set up their account, then this will just be a matter of resending the authorization e-mail to them. If they have already set up their account, then you will need to remove the account and then re-create it.
Both ways are going to be initiated through the client login form in Therabill. You will know if they have set up their account or not depending on the screen that you see when you get to step 4 in the instructions below.
To make the client login form available for the client, do the following:
- Click Clients->Client List in the top navigation bar.
- In your client list, find the client that you want to 'reset' the client portal for.
- Click the 'Client Tools' icon associated with that client. In the menu that appears, choose 'Client Log In'.
- The client login screen will appear.
Client has never set up account (they never clicked the link in their authorization e-mail and created a username and password)
If the client has not already set up their account, then you will see a screen asking if you want to resend the authorization. Click the Resend Login Authorization button to resend the authorization e-mail to the client.
Client has already set up account (they created their username and password)
If the client has already set up their account, then you will see a screen with two buttons at the bottom labeled Inactivate Account and Remove Account. Click the Remove Account button to remove the client login for this client. You will then be able to start from the beginning and recreate their login.
If you want to inactivate their account, for whatever reason, click the Inactivate Account button and the client will no longer be able to access their client portal until such time that you activate their account again.