What the client reports
They cannot sign in to Portal, or they sign in but see an access message.
Why it happens
They may have the wrong Portal address or email, an unfinished verification step, or no access to your agency’s work.
Fix
- Send them your agency’s Portal address or invitation link. Another agency’s Portal address will not show your work.
- In Studio, open Clients, select the client, then check Settings → People. If email delivery failed, use Copy link and send it yourself. If the clipboard is unavailable, select and copy the Invitation link in the dialog. An expired or cancelled configured invitation cannot be renewed through these controls. Contact Watson support for recovery.
- Ask the person to use the email address you invited. If they opened the invitation under a different account, ask them to sign out and reopen the same link with the intended account. Check that they completed email verification and any six-digit sign-in code step.
- If they signed in but see an access message, check their access to this client in your agency. Configured relationship access does not require client company Membership. For a previously accepted Member, use Restore access in Studio, or ask an admitted relationship Admin or Owner to restore eligible access under Removed Member access on Portal People. The person may need to sign in again. For legacy access, also check their client company Membership and that their status is not Removed.
- Check whether the client is archived in your agency. Archiving pauses this relationship’s Portal access. Unarchive the client to resume access through their existing permissions.
- If the legacy company invitation says someone at their organization must approve them, see A client user is waiting for approval.
Email queued is not delivery confirmation. Provider accepted means the email provider returned a receipt, and Email delivered means it reported delivery. These statuses do not confirm invitation acceptance. See Invitation email statuses.
See Sign in to the Portal for the normal sign-in steps.