Before you start
- The customer already tried to sign in and can tell you what is going wrong.
What this usually means
Most customer login problems come down to the wrong email address, an expired reset link, or portal access not being set up the way you expected.
Fastest fix first
- 1
Confirm the customer is using the same email stored on the account
If the portal invite went to one email and they are trying another, the reset flow will not help until that is corrected.
- 2
Run the password reset flow again
If they do not know the password or the last link expired, have them request a new reset and open the newest email only.
- 3
Check that portal access is active on the customer record
If the reset does not solve it, verify the customer actually has portal access enabled and is not tied to the wrong contact record.
Other likely causes
Older invite links, typoed email addresses, or a customer opening the reset link hours later are all common reasons this still fails.
What to send support
Send the customer email address, the exact message on screen, and whether the reset email arrived. That cuts out most of the back-and-forth.
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.