Infinity3 Help Centre
Practical guides and answers for your Infinity3 tools and services.
Troubleshoot Client Portal access in Infinity3
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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
- Confirm they are using your customer portal URL.
- 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.
- Ask them to use the displayed password reset or secure-code login option.
- Check their junk folder for login emails.
- 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.