When a client cannot open the portal, first confirm the adult's portal status under Profile → Household, then isolate whether the problem is the invite link, account setup, password, or browser session.
What should I do when the invite link does not work?
Open the client and go to Profile → Household.
Find the correct adult.
Select Invite.
Confirm the intended onboarding route.
Select Copy Invite Link and resend the complete personal link.
Ask the client to open that link in a private browser window.
Kerdora does not automatically email the invite link. Make sure the advisor sent the personal link for the correct adult and household.
If portal access was previously revoked, use the current Invite control and share the newly available link. Do not rely on an older copied link.
What should I do when the client cannot log in?
Confirm which email address the adult used for the portal account.
Ask the client to use Forgot password? on the login page when the password is unknown.
Have the client open the reset email and complete the password change.
Retry the portal in a private browser window.
For a first visit, the client should begin with the invite link so the account is associated with the correct adult and client file.
What should I do when the portal is blank or shows an error?
Record the exact error and approximate time.
Reload the page once.
Try a current Chrome, Safari, or Firefox browser.
Try a private window to isolate cached data or extensions.
Confirm the internet connection is stable.
Contact Support if the same error repeats.
Include the client, affected adult, route, time, browser, screenshot, and attempted steps. Do not include a password, invite token, institution credentials, or full account numbers.
How do I confirm access?
The Household area shows whether an adult is linked to portal access. Kerdora does not provide a dependable last-login timestamp or per-Guide viewed receipt. Ask the client to confirm access when acknowledgement matters.
Completed client Tasks or linked accounts can indicate portal activity, but their absence does not prove the client could not log in.