--- title: Portal Access Issues - Troubleshooting Client Login description: Fix common client portal access problems including magic link issues, login errors, and permission problems. keywords: portal login, magic link not working, access denied, client cant login, portal errors ---

Troubleshooting Portal Access Issues

Skill Level: 🟢 Basic Quick fixes for client portal login and access problems. ---

Client Can't Access Portal

Symptoms

"Access denied" message
Magic link doesn't work
Portal shows blank page
Client never received invitation

Solutions

1. Check Client Status

Go to Clients in dashboard
Find the client
Verify status is "Active" (not Pending, Deleted, or On Hold)
If wrong status, click client → Change Status

2. Verify Email Address

Confirm email address is correct
Check for typos
Try alternate email if available

3. Check Spam Folder

Spam/Junk folder
Promotions tab (Gmail)
Quarantine (corporate email)

4. Resend Portal Invitation

Go to client detail page
Click "Resend Invitation" button
Client receives new magic link
Link expires in 24 hours

Magic Link Not Working

Symptoms

"Invalid or expired link" error
Link opens but doesn't log in
Redirects to error page

Solutions

1. Check Link Expiration

24 hours

Solution:

Request new magic link
Use it within 24 hours
Bookmark the portal URL after first login

2. Click Full Link

Entire URL must be clicked
If link is broken across lines, copy full URL
Paste entire URL into browser

Example of broken link:


❌ https://app.kenly.com/portal/abc123
def456  (broken across two lines)

✅ https://app.kenly.com/portal/abc123def456  (full link)

3. Use Desktop Browser

Some mobile email apps break links
Try opening email on desktop
Or copy link and paste in mobile browser

4. Clear Browser Data


Chrome: Settings → Privacy → Clear browsing data
Safari: Preferences → Privacy → Manage Website Data → Remove All
Firefox: Options → Privacy & Security → Clear Data

5. Try Incognito/Private Mode

Opens fresh session
No cached data interference

"Access Denied" Error

Symptoms

Can't view portal
"You don't have permission" message
Specific pages blocked

Solutions

1. Verify Client Assignment

Client must be assigned to forms/contracts/files
Check in client detail page
Assign missing items

2. Check User Role

Verify you have proper role (Admin or Member)
Members can only see assigned clients
Contact Admin to adjust permissions

3. Client Account May Be Disabled

Check client status
Verify not marked as deleted
Reactivate if needed

4. Organization Issue

Verify organization is active
Check billing status (expired subscription?)
Contact organization owner

Portal Loads But Shows No Content

Symptoms

Portal opens but appears empty
No forms, files, or contracts visible
"No items found" message

Solutions

1. Nothing Assigned Yet

Go to client detail page
Assign forms, files, or contracts
Client will see them immediately

2. All Items Completed

Client completed everything
Check "Completed" filter to see finished items
Assign new content if needed

3. Browser Compatibility

Update to latest browser version
Try Chrome, Safari, or Firefox
Disable browser extensions

4. Clear Cache

Hard refresh: Ctrl+Shift+R or Cmd+Shift+R
Clear browser cache completely
Try incognito mode

Can't Log Out or Switch Portals

Symptoms

Logout button doesn't work
Stuck in wrong client portal
Can't access own dashboard

Solutions

1. Manual Logout


https://app.kenly.com/logout

2. Clear Session

Close all browser tabs
Clear cookies
Open fresh browser session

3. Use Correct URL

Client portal: https://app.kenly.com/client-portal
Agency dashboard: https://app.kenly.com/dashboard

Two-Factor Authentication Issues

Symptoms

Can't receive 2FA code
Code doesn't work
Lost 2FA device

Solutions

Note:

Use backup codes saved during setup
Contact support to reset 2FA
Verify phone number is correct

Mobile App / Mobile Browser Issues

Symptoms

Portal doesn't work on mobile
Layout broken on phone
Can't submit forms on mobile

Solutions

1. Use Mobile Browser

Use Safari (iOS) or Chrome (Android)
Open in browser, not email client
Add to home screen for app-like experience

2. Enable Desktop Mode

Safari: Tap AA → Request Desktop Website
Chrome: Menu → Desktop site checkbox

3. Rotate to Landscape

4. Update Browser

Permission Errors for Specific Features

Symptoms

Can view portal but can't submit forms
Can't upload files
Can't sign contracts

Solutions

1. Check Form Status

Form may be closed
Submission deadline passed
Form set to view-only

2. File Upload Limits

Organization storage limit reached
File size too large (max 50MB)
Contact organization

3. Contract Already Signed

Can't re-sign signed contracts
Request new version if changes needed

Common Questions

Q: How long does a magic link last?

Q: Can I use a password instead of magic links?

Q: Why does the link work once but not again?

Q: Can I access the portal from multiple devices?

Q: What if my organization owner left?

Advanced Troubleshooting

Check Browser Console for Errors

Right-click page → Inspect
Click Console tab
Look for red error messages
Screenshot and send to support

Test in Safe Mode

Disable all browser extensions
Clear cache and cookies
Restart browser
Try accessing portal again

Network Issues

Check firewall settings
Verify no VPN blocking
Try different network (mobile data vs WiFi)

Still Can't Access Portal?

For Clients:

Email them directly
Request new invitation
Verify your email address

For Organization Members:

Email: support@kenly.com
Include: Client email, error message, steps tried
Response time: 24-48 hours

What's Next?

Form submission issues 🟢
Email delivery problems 🟢
Integration errors 🟡

--- Pro Tip: Save the portal URL as a bookmark after first login to avoid relying on magic links every time.