A client can't see a project

What the client reports

They can sign in to Portal but cannot find a project your team is working on.

Why it happens

The project may still be internal, the client’s Projects section may be off, or the person may not have access to your agency’s work.

Fix

1. In Studio, open the project. Check that it belongs to the right client.
2. Open the project’s Settings and turn on Client Portal Visibility so it reads Allow. Deny keeps the project within your team. During project setup, Share → Add project to client portal controls the same publication setting. This controls the project, not a person’s permissions.
3. Open the client in Clients and check Portal Settings. Make sure Projects is enabled.
4. Check Settings → People for the person who reported the issue. Your agency’s relationship with that client must be active, and their access must not be Removed. For legacy company-membership access, they also need to have joined the client organization. If their relationship access has an explicit project selection, that selection must include this project; an additional access grant does not select it.
5. Check the project’s archive state in Studio. Archived Projects do not appear in Portal’s Active or Completed lists. Restore the project if the client should see it again.
6. Check whether your agency archived the client. Unarchive the client to resume this relationship’s Portal access through existing permissions.

For the controls behind these checks, see Share work with clients and Manage portal access.