Inactive, expired, rotated, or the wrong email — how to check the link and send a fresh one in a minute.
Every customer portal is opened by a secure link. The link stops working when the portal is inactive, when it was rotated, or when the customer is holding an older email.
- 01Open the customer and the PORTAL tab. The status banner says ACTIVE, INACTIVE or EXPIRED.
- 02If it is not active, activate it. If the link was rotated, the old one is dead on purpose — every earlier email holds a dead link.
- 03Press
OPEN AS CUSTOMER →yourself. If it opens for you, the link is fine and the customer has an old email. - 04Re-send the invitation from the same tab; it goes to the email on the customer record — check that address is right.
§What the customer sees
The portal is a web page; no app or login is needed. If they see a blank page, ask which browser and whether a link shortener or corporate filter rewrote the address — forwarded links are sometimes mangled.
§Still stuck
- ◆Send support the customer name and the exact link the customer is opening (they can copy it from the email).
§Related
- ◆Set up a customer portal (Portals + subs)
- ◆What your customer sees in the portal (Portals + subs)