Users with the Client Portal Access Management role can review the Client Portal Access Log to confirm whether a client was able to successfully log in to the Client Portal.
This log provides useful information when troubleshooting login issues and can help identify why a client may be unable to access the portal.
Reminder:
For a client to access the Client Portal, their contact record must include:
A unique email address
A mobile phone number to receive the verification code
The last four digits of their SSN
Successful Login Messages
The following log messages indicate that the client successfully authenticated and accessed the Client Portal.
First Step Of Client Access Authentication Success – Last 4 Digits of SSN
The client entered the correct last four digits of their SSN.
Client Access Authenticate Success
The client successfully completed the login process and accessed the Client Portal.
Failed Login Messages
The following messages indicate that the client was unable to access the portal.
Incorrect SMS Security Code was entered (XXXXXX)
The client entered the verification code from their mobile phone incorrectly.
Last 4 Digits of SSN did not match (XXXX)
The client entered an SSN that does not match the last four digits stored in their contact record. Confirm the correct SSN with the client and update the contact record if needed.
Found more than 1 contact with this email address (example@email.com)
The same email address is assigned to multiple contacts in Firm360. Each contact must have a unique email address to access the portal.
No contact found with this email (example@email.com)
The email address entered by the client does not match any contact record in Firm360. Verify the email address with the client and update their contact record if necessary.
Note:
Account Locked Out- Clients will be automatically locked out for 15 minutes for security purposes after 5 failed login attempts. The lockout period will automatically lift after 15 minutes if no other login attempts have been made.