If you’re having difficulty logging in to your Client Portal, you can follow these steps:
Confirm your email address
It's important to make sure that the email address you enter matches exactly what your clinician has on file for you. If the email address you enter isn't associated with a Client Portal account, you’ll see a message notifying you of this:
If you receive this error message, you can:
- Double-check that your email is spelled correctly
- Try a different email address
- Contact your practitioner directly to confirm that you've been given Client Portal access and the associated email
If you incorrectly enter an email address too many times, you’ll see a message directing you to wait before trying again:
Tip: You can click Need help? to see more troubleshooting suggestions.
Check your Spam, Junk, Bulk, and/or Updates folders
If there’s a Client Portal account associated with the email address you enter, you’ll see a message confirming that a new sign-in link has been sent:
If you don’t see this email in your inbox, check your Spam, Junk, Bulk, and/or Updates folders for an email from email@example.com. If the email was incorrectly marked as spam or junk, you can mark it as “not spam” or “not junk”.
Tip: To make sure Client Portal emails don’t get sent to spam in the future, you can add firstname.lastname@example.org to your email contact list.
Note: Occasionally, an email provider may block the delivery of an email. You may need to work with your clinician or email provider to ensure emails are being delivered.
Request a Pin Code
If you’ve followed the suggested troubleshooting steps and are still having difficulty accessing your Client Portal, you can request a one-time Pin Code from your clinician. To do this:
- Click Try these tips
- Select Sign In via Pin Code
- Call your clinician and ask for a one-time Pin Code
- Make sure to confirm the email address your provider has on file for you while calling to request a Pin Code
- Enter the Email address and 6-digit Pin Code
- Click Sign In
Note: Pin Codes expire after 24 hours and can only be used once.