Client Portal – “Contact Not Found With This Email”

This message appears when the email address entered by the client does not match the email address stored in their Firm360 contact record.

Common Causes

1. The Contact Exists but No Email Is Listed

The contact exists in Firm360, but an email address has not been added.

Solution:
Locate the contact, edit the contact record, add the email address, and click Save.

2. The Contact Exists but the Email Is Different

The contact exists, but the client is using a different email address to log in.

Options:

• Update the email address in Firm360 to match the client’s email, or

• Approve the request and inform the client which email address they should use to log in.

3. The Contact Is Not in Firm360

If the person attempting to log in is not listed as a contact:

• To grant portal access: Add them as a contact and include their name, email, last four digits of their SSN, and mobile phone number.

• To deny access: Select Reject and optionally include a message explaining why.

Verify or Update a Contact’s Email

1. Navigate to the Contacts tab in the left navigation menu.

2. Use the Search bar to find the contact by name or email.

3. Select Action > Edit Details to update the contact information.

4. Click Save.

Add a New Contact

You can add a contact from either location:

• Client Record: Open the client → Contacts tab → Add

• Contacts Section: Navigate to Contacts → Add Contact