Error: Your client portal account has not been created yet.
When a client accesses the client portal, they may receive a message below:
Your client portal account has not been created yet. Please contact your accountant to create your account. Your accountant can create an account by sending you a client request.
This error indicates that nothing has been shared with that email address yet. Ensure that your client uses the correct email address to log in to the Client Portal, and make sure you have properly invited your client to the Client Portal. To invite your client, you need to do one of three things below:
Send a Client Task Request to automate client data collection.
Share a folder or document with the client.
Send out a Recats invitation to the client to help with uncategorized transactions.
Once one of the above items has been shared with the client, they can log in to the client portal. You can click here to view the Client's Experience.
"No open request" message when the Client logs in to the Client Portal.
To resolve the "No open request" from the client portal, you need to:
Ensure the client has logged in with the correct email address. The email address is visible on the top right of the Client Portal.
Share a Client Task Request by sending a One-Time Notification under Manage Notifications:
Emails are not being received from Financial Cents.
When emails are not received from Financial Cents:
First, check if the email address of the client is correct with the contact in the Client Profile
The client should check if the email is in the junk/spam
The client should whitelist [email protected] and also add the email address as a contact
If all the above does not solve the issue, please contact Support via Chat for assistance, and they can help track the delivery of emails and for any suppressions.
The client has access to multiple Client Portals from different DC accounts (multiple CPAs)
If your client has difficulty signing in to the client portal because there are multiple client portals, ensure that they are using links from emails to get to the correct client portal.
If you are on the Scale Plan, you can set up a unique client portal link to your firm, which your clients can use to always log in to your portal. To do so, please go to Settings > Company Settings > Client Portal & Notifications Branding.
Once you have set up the custom Client Portal URL, you can share it with the client, who will be granted access to the correct account's client portal.