How to Troubleshoot & Resolve Login Problems

If a client has problems logging into their Client Portal, here are a few steps to follow:

1. Make sure that they have not changed their password. It might be helpful to also review the last time the client logged into their portal. You can find that information by looking in the Manage Users application, selecting the clients tab and then scrolling over to see last login column by the client.

2. Reset the client's password by finding the searching for their login in credentials and then right clicking on their name. Select the option to reset the user. It will then offer you the ability to either show you a temporary password or send a link to the email associated with the clients information.*  

3. If the client is continually having issues logging into their portal, we suggest using a temporary password and sending that information over to your client. This will reduce any sort of extra stress or potential problem of making sure the client logs in within the time sensitive parameters.

4. If the above actions have been addressed and taken without any issues, then the final troubleshooting action that we recommend would be to create a temporary password, and then access their client portal through your Orion dashboard. From there, you can select the client's profile in the upper right hand corner and select the option to change their password. In this situation, we usually recommend using a random password generator like LastPass. You can then send that information over to the client.  

 *Please note that the email link can be an easier option, however, clients only have one hour to use the sent link before it expires. The links sent over can also have a lag in their delivery or potentially be sent to spam folders.