Signing in to your client portal

What the portal is

Your client portal is a private page run by your firm where you can see invoices, documents, messages and requests. You will usually receive a secure link by email or WhatsApp. Only you, and the people at your firm who work with you, can see what is inside.

Option 1: use the link from your firm

• Open the link in your email or WhatsApp message.
• You land on a short check page. If you have not set a password yet, it asks you to create one (see Setting your portal password).
• If you already have a password, it says 'Welcome back' and asks for your password. Type it and click 'Sign in'.
• You then go straight to the page the link was about, for example an invoice.

Option 2: sign in directly

• Go to your firm's client portal sign-in page.
• Enter your Email and Password, then click 'Sign in'.
• Use the same email address your firm has on file for you.

If you use two-step verification

If you turned on two-factor authentication, you will see 'Two-factor verification' after your password. Enter the 6-digit code from your authenticator app, or one of your recovery codes, and click 'Verify'. If you lost your phone and your recovery codes, ask your firm to reset it; they check it is really you first.

Forgot your password

• On the sign-in page click 'Forgot password?'.
• Enter your email and click 'Send reset link'.
• You will see 'Check your email'. For your privacy the message looks the same whether or not the address is registered.
• Open the email and click the link within 1 hour. Choose a new password. See Setting your portal password.

If the link does not work

• 'Link invalid or expired': the link is old or was already replaced. If you have a password, click 'Go to sign in'. Otherwise ask your firm to send a new link.
• 'Invalid email or password': check the spelling and that you are using the email your firm has for you. After several wrong attempts, sign-in is paused for a while with 'Too many failed attempts'. Wait and try again, or use 'Forgot password?'.
• Nothing arrived: check your spam folder, and ask your firm to confirm the email address or WhatsApp number they have for you.

Staying signed in

After you sign in, your browser remembers you for up to 90 days. On a shared or public computer, do not stay signed in; clear the browser's data for the portal when you finish. If you look after more than one business, use the entity switcher in the side menu.

Who to contact

Your firm manages your portal access. If you are locked out, or cannot see something you expect to, contact your firm and they can fix it.