Introduction
If a customer reports they can’t access their portal, the issue is usually related to login requirements or an incorrect link. Here’s how to troubleshoot.
Case 1: Customer Sees a Login Page
Your business may have set portal access to require a login.
In this case, the customer must log in with the email associated with their account.
If they don’t have a password yet, they can click Forgot Password to reset it.
Case 2: Customer Sees an Error Page
Double-check that the portal link you provided is correct.
If the link is accurate and the error persists, reach out to Copilot Support for further assistance.
Important: Always confirm that the customer’s email address on file is correct, as this ensures proper portal access.