Clients open their portal from a link in an email. There is no password. Each link is personal and works for 15 minutes. Once the portal is open, it stays open in that browser for up to 12 hours.
"This link has expired"
The client sees this when the link is more than 15 minutes old, when it has been withdrawn, or when the onboarding was cancelled. The page looks the same for every reason, on purpose. It reads "Portal links expire quickly. Ask for another and it will bring you right back."
The client chooses Send me a link.
They enter the email address you have for them and choose Send me a link.
They open the newest email and use its link within 15 minutes.
The client asked for a link and nothing came
After a request the page always says "If that address is on an onboarding here, a link to your portal is on its way. It works for 15 minutes." It says this whether or not a link went. A link only goes out when all of these are true.
The address matches the one on their row in the People tab.
The onboarding is still open. A cancelled or finished onboarding gets no new links from this page.
You have sent them a portal email before, such as the welcome.
Open the onboarding and go to People.
Check their email address. Correct it if it is wrong.
Choose Invite on their row if they have never had a welcome, or Resend to send a fresh link.
Ask the client to look in their junk folder too.
"This onboarding has ended, so no new portal links go out. Nothing was sent."
You see this on the People tab when you try to send a welcome for an onboarding that has ended. A cancelled onboarding's portal is closed. A finished onboarding's wrap-up email carries its own link.
The page says "Opening your portal…"
This is normal. The page opens the portal by itself after a moment. If it takes a while, a button appears. The client chooses Open your portal.
This step stops email security scanners from using up the link before the client clicks it.
The client was signed out of the portal
A portal visit lasts up to 12 hours. After that, any portal page takes the client to Open your portal, which asks for their email and sends a new link.
Your own portal address is not ready yet
On the Firm plan you can give the portal an address of yours in Settings, then Branding, then Portal address. Until that card says Live, your clients' links use your BaselineZero address. Those links work as normal.
Links switch to your own address the moment its certificate is ready. If you remove your address, links use your BaselineZero address again.
Resend on the person's row is the fastest fix. It sends a fresh link that works for 15 minutes.
Related guides
When emails do not arrive
DNS records for your portal and sending addresses