Member portal login issues

When a member says they can't get into the portal, the message they're seeing usually tells you why. Ask them to read it to you — each one points at a different, simple fix.

“Email or password is incorrect”

The most common one, and almost always a typo or a forgotten password. Point them to Forgot password? on the sign-in page — it sends a reset link that's good for 24 hours. If it doesn't show up, have them check their spam folder before trying again. For their own protection, the message stays the same whether the password was wrong or no account exists at that email, so it's not a sign anything is broken.

“Please verify your email to sign in”

They created an account but never opened the verification link, or it expired — those links last 24 hours. Signing in again sends a fresh one. Ask them to open it on the same device and they're through.

“You do not have a portal account in this workspace”

Portal accounts belong to one workspace. This usually means they're at the wrong address — an old bookmark, or another organization's portal — or they never finished creating an account here. Make sure they're signing in at your workspace's own portal address, then have them create an account if they haven't.

What you can check from the staff side

Open Workspace management → Portal to look up their account and see exactly where it's stuck. The status tells the story:

Unverified

They signed up but haven't clicked the verification link yet. They can request a fresh one by signing in again.

Needs review

Their email matched more than one member record, so the account is waiting for staff to confirm which member it belongs to. Resolve the linking issue on this page and they get full access.

Suspended

The account was turned off — they'll see “Your portal account has been suspended.” If that wasn't intended, an admin can lift it here.