The sign-in page never says why a code was not sent, so work through these in order.
1. Is the portal on?
Settings → Client Portal: the Client Portal switch at the top must be on for this location. While it is off, no one can sign in and the profile's Grant portal access item is hidden.
2. Does the client have the right email on file?
Open the client's profile and check the email. Codes go to the address on the record, and the client must type that same address. A client with no email cannot use the portal at all.
3. Was access granted?
On the client's profile, ⋯ → Grant portal access. Copy the one-time link and send it to the client. It is valid for 7 days and only one live link exists per client; granting again replaces it. Claiming the link is what turns their email into a login and sends the first code.
4. Is the code being delivered?
- The client should check spam and promotions folders for the code email.
- Codes are six digits, last 15 minutes, and allow five attempts. After that, request a new code; only the newest one works.
- Nudges from FrontDesk (a new secure message, a form to complete) link to the portal; they still need to sign in with a code.
5. Other things that look like a sign-in problem
- Custom address not working: a
yourname.clientportal.careaddress only works once its DNS is configured. Use the standard address shown on the settings page meanwhile. - Settings page greyed out for you: your own login email is not verified. Verify it from the sidebar notice.
- Practices connected to athenahealth: a client whose chart is not linked to athena can sign in but sees their athena visits read-only.
Still stuck? Contact support with the client's email address and the time they tried.