A client portal account is created as soon as you add the client, but it is not active until the client opens their invitation email and sets a password. Until they do that there is no password for them to sign in with, so the sign-in page turns them away. This is the cause of most cannot log in reports.
Open the client from your Clients list, stay on the Profile tab and scroll down to the Client Users card. The Status column tells you which fix applies. Invited means the account exists but the client has never set a password, so resend their invite. Accepted means the client has signed in before, so send access help or point them at Forgot password.
This catches a lot of clients out. The links in task emails, for signing a document or paying a bill, open without any password. A client can use Admiin for months through those links and never set up their portal login. Being able to open a signing link does not mean the portal account is active.
Open the client from your Clients list. On the Profile tab, scroll to the Client Users card. Find the person, then choose Resend portal invite in the Actions column. Leave Send portal invite warm-up email ticked, as it sends a short heads-up from you a few minutes before the invite lands so the client knows to expect it. Choose Email or SMS, then press Resend Invite.
The new link is valid for 7 days. If the client can find the original invitation and it is less than 7 days old, that link still works, so they do not need to wait for a new one. You can resend up to three times in 24 hours.
If a link has already expired, the page offers a Request a fresh invite link button, so the client can get a new one themselves without contacting you.
If the client has signed in before and has simply forgotten their password or lost the web address, use Send access help in the Actions column. It emails them the portal address and explains how to reset their password. It does not create a new invite link and it does not change their password.
Forgot password on the sign-in page is the right route for a client who has already completed setup. If the client has never opened their invitation, resend the invite instead. A password reset is not the way to activate a brand new account, and using it can leave the client signed in but unable to load the portal properly.
Clients sign in at app.admiin.com/portal using their email address and the password they set during setup. It is worth sending them that address directly, as many clients search for Admiin and land on the wrong page.
If the client shows as Accepted, has reset their password and still cannot get in, contact our support team with their name and email address. We can check the state of their account on our side and get them moving.
