---
title: Troubleshoot Client Portal access in Infinity3
description: "Use these checks when a customer cannot sign in or see an expected resource. #### Before you start Note the customer’s email, portal address and error message. Check whether other customers are affected. #### Check login details 1. Confirm they…"
url: "https://www.infinity3.co.uk/help/troubleshoot-client-portal-access-in-infinity3/"
updated: "2026-10-08"
category: Infinity3 Platform / Client Portal
---

# Troubleshoot Client Portal access in Infinity3

Use these checks when a customer cannot sign in or see an expected resource.

#### Before you start

Note the customer’s email, portal address and error message. Check whether other customers are affected.

#### Check login details

1. Confirm they are using your customer portal URL.
2. Check the email associated with their portal account. Where a dedicated **Client Portal email** field is available, review it separately from the general contact email.
3. Ask them to use the displayed password reset or secure-code login option.
4. Check their junk folder for login emails.
5. Generate a fresh personal link if the previous link has expired.

Changing a contact’s general CRM email may not update their portal login identity in newer portal layouts.

#### Check a missing resource

Review **Client Portal Settings** → **App Permissions** to confirm the relevant application is enabled. Then check the customer’s course offer, group membership or document-sharing access.

For files, confirm the document was shared through the supported customer sharing process, rather than only uploaded internally.

#### Check display problems

Ask the customer to refresh or try a separate session in an up-to-date browser. For a custom domain problem, check the portal domain setup before changing other settings.

#### Things to know

- Login access and access to individual resources are separate checks.
- Never ask for passwords, secure codes or personal login links.

Contact Infinity3 with the portal URL, customer email, affected resource, error screenshot and checks completed.