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Table of Contents:
Send Client Portal Invites From a Client Record
Any team member with access to a client can invite a client to the client profile.
Quickly send a client portal invite from an individual Client Record. From here, you can also remove access and resend invites to the client portal.
To get started, find the client record you want to invite.
1. Find the Client Portal section within the Client Record.
2. Select the "+" in the Client Portal box.
3. Click the box next to the client's name.
You can also invite others by clicking +Add another person and entering the email.
There is also an option to include a personalized message if you so choose!
4. Select Send.
You'll see a pop-up confirming the invite was sent. Note: Invitations cannot be recalled once sent. If incorrect details were included, you will need to send a new invitation with the correct information or communicate the correction via a separate email.
5. View the status of the invite by referring to the Client Portal section.
To view multiple statuses at a time, track them in the Manage Client Portals section of Canopy.
6. To invite others to one client portal, just repeat steps 1 through 4.
Send Client Portal Invites Throughout Canopy
You can invite a client to the Client Portal when sending a client survey, sharing a file, or when sending an eSign request. Keep in mind, that certain processes are available only after the purchase of certain licenses.
1. In the Client Portal window, check the box in line with the client’s email address.
If needed, click Add another person to add an email address.
Type the email address of any additional recipients in the Enter the Email of a New Person textbox.
Click Add.
The Client Portal window prompts you throughout various processes such as:
Sending Client Requests
Sending eSign Requests
Making Files Visible to Clients
2. Toggle the Include a personalized message switch to add a message to the email invite.
You can type your message in the available text field.
If applicable, click Templates to use a message template in this field.
3. Click Send.
Resend Invite
Use cases:
Resend an invite when the client is encountering any issues logging in to their portal
Resend an invite when you want to remind clients to log into their portal
Resend an invite if the original invitation has expired (invitations expire after 30 days).
Resend a client portal invite by:
Going back to the Client Record
Selecting the name of the portal user under the Client Portal section.
Clicking Resend invite
Before resending, verify that the email address associated with the client is correct.
Remove Access to a Client Portal
Use cases:
Revoke or remove access when you need to re-invite the client through a new email address
Revoke or remove access when the client no longer needs to be associated with the portal
Remove access to a client portal by:
Going back to the Client Record
Selecting the name of the portal user under the Client Portal section.
Clicking Remove access.
Bulk Client Portal Invites — Important Considerations
Invites only send to Primary contacts.
If a contact is not marked Primary, the bulk invite won’t send.
Business clients: Because a Primary contact isn’t required, a business with only “Other” contacts will not receive a bulk invite.
Shared email addresses can block invites.
If a contact’s email is already associated with another contact that already has portal access, the invite won’t send.
When sending individually, an error is shown; in bulk, this is less obvious
To resolve this, unlink the email from the incorrect contact by selecting Unlink login (or Remove access if unlinking is not available), then reassign the email to the correct primary contact. If duplicate contacts exist, delete the duplicate before reassigning..
Quick Troubleshooting Checklist
Confirm the contact is marked Primary (especially for business clients).
If the client is a business, ensure at least one contact is Primary.
Check whether the email is used by another contact who already has portal access; if yes, update the email or consolidate contacts.
Try sending an individual invite to the same contact to surface a specific error message.
Re-run the bulk invite after fixes.
If duplicate contacts are blocking email reassignment, delete the duplicate in the contact list before reassigning the email to the correct contact.