Why can't my customer log into the portal?

Common Reasons Why Your Customer Can't Access Their Account

If your customer is having trouble logging into the portal, let’s explore some possible reasons for this issue:

Check the Customer's Profile Status
Ensure that the customer's profile is active. Only invited customers with an active status can access the customer portal. If it's a new customer who hasn't received their invitation, please refer to the instructions in this article ➡️ Inviting Your Existing Customers to the Parent Portal
Verify the Login Link
Confirm that they are using the correct link to access the customer portal. They should always log in using the link found in the My Portal section of your Dashboard.
Make sure they are not redirected to the 'Staff Area' page, which is intended for staff members only. Additionally, remind them not to use the login page at app.classmanager.com, as this is exclusive to studio owners.
Confirm the Email Address
Ask the customer which email address they are using to log in. They should use the email linked to their account. If necessary, you can update their contact details by following our guide here ➡️ Editing Customer Information
Password Recovery
If the customer has forgotten their password, they can easily reset it by clicking on the Forgot Password link on the login page.

If you've followed these steps and your customer is still experiencing issues, please reach out to our support team for further assistance. We're here to help ensure a smooth login experience for all your customers!