Updated Jan 11, 2023

Clients with trouble accessing the client portal generally run into one of two error messages:


Error 1: Client not found

Problem

Your client enters their email address but receives the error message “Client not found”.

error message of client not found

Reason for the error

  1. Your client’s email is not saved in Dubsado.

  2. Your client’s portal isn’t activated.

Solution 1

Check that your client’s email is saved correctly in Dubsado.

Go to Projects and click on the client’s project. Under the Client section, check if the entered email is accurate. If inaccurate, click the pencil icon to edit the email.

where to find client email in a project

Solution 2

Check that you activated the client portal.

  1. Go to Projects and select the specific client’s project.

  2. Under the Portal section in the sidebar, click the down arrow.

  3. Click Activate. The client portal status will change from “Not Active” to “Active”.

showing how to activate client portal

Error 2: A password has not been created yet

Problem

Your client enters their email address but receives the error message “A password has not been created yet”.

error message of a password has not been created yet

Reason for the error

You’re giving out the public portal link found in Settings >> Portal, but the client doesn’t have a password yet. Using the public portal link requires that you set a password for each client before your client can access the portal.

arrows pointing to settings icon and portal link

Solution 1

Set a password for your client.

  1. Go to Projects and select the specific client’s project.

  2. Under the Portal section in the sidebar, click the down arrow.

  3. Click Activate. The client portal status will change from “Not Active” to “Active”.

  4. Create a Password for your client.

password set and status shown as active

Solution 2

Instead of using the public portal link, send a unique portal link specific to the client so the client only needs an email address to access their portal.

Heads up! Don’t use the client’s unique link for public access because each link is specific to each client.

  1. Go to Projects and select the specific client’s project.

  2. Under the Portal section in the sidebar, click the down arrow.

  3. Click Activate. The client portal status will change from “Not Active” to “Active”.

  4. Click the down arrow again and click Send. An email draft will appear with the portal link.

  5. Click Send.

arrow pointing to portal button
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