Start here
Remember that customers can pay invoices and approve quotes from the links you send without ever signing in. Only saved cards, autopay, history, and messages need a portal account.
Check in this order
- 1
Was an invite ever sent?
Customers → Customer List → expand the card. If the customer is on the Pending tab they were invited but never finished; on Active with no portal sign-in they may never have been invited. Press Send portal invite, or Copy portal link and send it yourself.
- 2
Invite expired
Invite links expire. Send a fresh one; only the newest link works.
- 3
Wrong sign-in page
Customers sign in at app.zentive.io/customer-portal/sign-in. The business page (app.zentive.io/sign-in) and the crew page reject customer accounts and show a session-conflict message with the right link.
- 4
Email or phone doesn't match
Sign-in uses the email or mobile on the customer record. Check Edit customer for typos or an old address, fix it, and resend the invite. The customer can also use Can't access your account? on the access page to get a sign-in link by email or text.
- 5
Forgot password
Forgot Password? on the portal sign-in page emails a reset. If nothing arrives, check spam and the email on the record.
- 6
Same email as a business user
An email that is also an owner, co-owner, or crew login cannot be a customer login on the same business. Use a different email for the customer record.
Was this helpful?
Contact Zentive support
Include your business name, account email, what you were trying to do, what happened instead, and a screenshot if possible. For billing, sync, or login issues, include the exact error message if shown.