Each contact must have a unique email address in order to access the Client Portal.
If you see the following message when selecting View Details for a contact, it means that the same email address is assigned to multiple contacts in Firm360.
When this occurs, the contact will not be able to access the Client Portal until the duplicate email issue is resolved.
To fix this, review the contacts using that email address and update the records so that each contact has a unique email address.
Checking for Duplicate Email Addresses
If you receive a notification about a duplicate email address, you can quickly locate the related contacts using the help link.
Click the “here” help link in the message. This will redirect you to the Contacts page, where the duplicate email address will automatically populate in the Search bar. The search results will display all contacts associated with that email address, including any inactive clients.
How to Resolve Duplicate Emails
The solution depends on whether the contacts represent different people or the same person.
If the contacts are different individuals:
Decide which contact should have client portal access. Then edit the other contact(s) and either:
Remove the email address from the Email field, or
Update the email field with that contact’s unique email address.
If the contacts represent the same person:
You should merge the duplicate contacts into a single record so the contact can be associated with all relevant clients.
For step-by-step instructions, please refer to the How to Merge Duplicate Contacts guide.
How to Remove Contact Email
You can remove it by selecting the Action dropdown button > Edit Details.
In the Edit Contact modal, remove the email address and click Save.