Overview
Client portal invites are sent by email. If a client says they did not receive the invite or cannot access the portal, start with the checks below.
Step 1: Confirm the email address
Open the client record and confirm the email address is correct.
Check for:
- Typos
- Old email addresses
- Extra spaces
- Duplicate client records with different emails
Step 2: Ask the client to check folders
Ask the client to check:
- Inbox
- Spam
- Junk
- Promotions
- Updates
If the email is found in spam, ask the client to mark it as not spam.
Step 3: Confirm which login they are using
Clients should use:
Public Account / Client Portal
They should not use Studio Login unless they are staff or an instructor with workspace access.
Step 4: Confirm the portal is linked
If the client can log in but cannot see the portal, the client record may not be linked to their account.
Check that:
- The client record email matches their login email
- The portal user/account is linked to the client record
- The client is not duplicated under another email
Step 5: Resend the invite if needed
If the email address is correct but the client did not receive the invite, resend it.
If the client already has a DanceFlow account, use the existing account linking process instead of creating a duplicate account.
Best practices
- Use notify@idanceflow.com or another verified sender.
- Avoid sending many repeated invites in a short time.
- Tell clients to search for DanceFlow in their inbox.
- Use one email per client whenever possible.