Most "I can't log in" messages come down to an expired link, a typo in the email address, or missing product access. This article explains how portal logins and magic links work and how to fix the common problems.
How clients can log in
Clients can reach the Client Portal in a few ways:
Email and password: the standard login on the portal page.
Secure code: the client enters their email and receives a one-time code to type in. No password needed.
Magic link: a special link that signs a specific client straight in. You generate it from the hub or send it automatically.
Google Sign-In: available only if you turned it on under Client Portal > Settings > App Permissions.
A magic link does not grant access to anything. It only logs the client in. If they have not been given the course, community or offer, they will log in and see nothing. Always check access first.
How long magic links last
Links you generate manually from the Client Portal dashboard expire after 15 minutes.
Links sent by email (for example a course login email or a link inside an automation) are valid for 24 hours.
If a client clicks an expired portal link, they are not stuck. The hub sends them to the secure code screen, emails a code automatically to their address, and they can log in by entering it.
Generate a fresh magic link for one client
In the left menu, go to Client Portal.
On the dashboard, find the client and open Actions.
Click Generate next to Magic Link.
Copy the link and send it to the client straight away. A countdown shows how long it stays valid. Once it expires, the Generate button becomes available again.
Only share the link with the client it was made for.
Send a login email instead
From the same dashboard you can select one or more clients and send a login email with a quick login button. This is the easiest option when several people are locked out at once.
Send magic links automatically
If you want every new student to receive a login link without you doing anything:
Go to Automations and open or create a workflow.
Add a Courses trigger, such as a new course enrolment.
Add an Email or SMS action.
In the message body, insert the custom value Login Url (Magic Link). The hub fills in a personal link for each contact.
The same custom value works inside email templates and campaigns under Email & Social Media. If you plan to send login links by SMS to US numbers, note that texting from the hub requires A2P 10DLC registration, which needs an enterprise-level upgrade. Ask our support team through the chat widget in the hub and we will request it for you.
Troubleshooting
"The link says it has expired." Manual links last 15 minutes and emailed links 24 hours. Generate a new one, or tell the client to use the Send New Link option on the expired page, or to log in with a secure code.
"I never received the login email." Ask the client to check spam and promotions folders. Then open their contact record under Contacts and confirm the email address is spelled correctly.
"I logged in but my course is missing." The client is in the portal but has no access to that product. Open the course or offer and grant access, then ask them to refresh.
"The link opened someone else's account." A link was forwarded or reused. Generate a new link for the correct person and ask them not to share it.
"I forgot my password." The client can use Forgot password on the portal login page, or simply log in with a secure code instead.
Testing your own portal. Open magic links in a private (incognito) window, otherwise your admin login may show every course rather than what the client sees.
Still stuck? Open the chat widget in the hub and our support team will help.