If a client is having trouble accessing the portal, the issue usually comes down to a bad link, a login problem, or something on the browser side. Here's how to diagnose and fix the most common problems.
The portal link isn't working
When you invite a client to the portal, Kerdora generates a unique link that you share with them directly — there's no email sent automatically. If the client says the link isn't working:
Check that you copied the full link. Portal links can be long. If any part got cut off when you copied or pasted it, it won't work. Go back to the client's profile, copy the link again, and resend it.
Make sure the client hasn't been removed from the portal. If you revoked their access and then shared an old link, it won't work. You'll need to re-invite them and generate a new link.
Try generating a fresh link. If the link still isn't working, revoke access and re-invite the client to get a brand new portal link.
The client can't log in
If the client can reach the portal login screen but can't get in:
Wrong password. Have the client use the "Forgot password?" link on the login screen to reset their password. They'll receive a reset email at the address tied to their portal account.
Wrong email address. The client needs to log in with the same email that's listed in their Household profile in Kerdora. If they're trying a different email, it won't work. You can check which email is on file by going to the client's Profile → Household tab and clicking on their name.
First-time login. If this is the client's first time accessing the portal, they'll need to create a password. Make sure they're following the link you shared — it will walk them through setting up their account.
The client sees an error when accessing the portal
If the client gets an error message or a blank screen:
Try a different browser. Have the client try Chrome, Safari, or Firefox. Some older browsers or heavy browser extensions can cause display issues.
Clear the browser cache. Sometimes stale cached data causes problems. Have the client clear their cache and cookies, then try again.
Check their internet connection. A flaky connection can cause the portal to load partially or throw errors.
Disable browser extensions. Ad blockers and privacy extensions can sometimes interfere with the portal. Have the client try loading the portal in an incognito/private window, which disables most extensions by default.
If none of these fix the issue, reach out to Kerdora support with a screenshot of the error and we'll help you troubleshoot.
How to tell if a client has logged in
Right now, Kerdora doesn't show a "last logged in" timestamp for portal clients. The best way to confirm a client has accessed the portal is to ask them directly, or check whether they've completed any tasks or linked accounts — both of which require portal access.