Typical Login issues

• Incorrect email - check their email versus what you have stored in Engager (see below for more detail)
• Portal - Are they logging into the correct domain. Remember, it's YOURCOMPANYNAME.PORTAL.engager.app, it's the all important 'portal' element
• Junk / Spam - they're receiving the password resets here but they're not checking.
• Active Client? They could be marked as a Prospect or Archived
• Anything else, please get in touch - contact@engager.app

Incorrect Email issue
If your client struggles to login they will get an error message “Unknown fetching error -code 400”

This error either means they are using the wrong email address, it should be the email you have saved against the client record in Client Engager. Or the client hasn't accepted and signed up for the portal. You can tell if the client is signed up to the portal by going to their record in Client Engager and on the client summary you will see the below.

As you can see above they are signed up so if they are using the right email and still unable to access the portal then you should delete the portal using the button in the screen shot and the re-invite them.

If they're are struggling they can reset their password from the login page, by simply selecting 'forgotten password'

How to invite your clients to their Client Portal 

https://help.engager.app/hc/en-gb/articles/18597551817362-How-do-I-invite-my-client-to-their-portal-reminding-clients-of-their-login-details