Client Portal Troubleshooting

If a client is experiencing issues logging into their CASEpeer Client Portal account try the following:

• This email is time-sensitive, make sure the client is logging in as soon as they receive the email, the link is active for 72 hours. 
• If a client does not see the welcome email, which will come through in less than a minute, verify their email is listed correctly on the case and check their spam folder.
• Confirm that the client is capitalizing the letters as indicated and including cp- in the username.
• Usernames and passwords are both case-sensitive, improper capitalization could trigger an error. 
• The password needs to be at least nine characters in length.

• Have the client log into their client portal through my.casepeer.com instead of the Client Portal link located in their email. 

If an error is still occurring, double-check the firm has entered their firm contact information. 

•  Navigate to the Settings Gear.
• Select Account Settings.
• Click on the drop-down arrow aligned with Firm Details.
• Enter Firm Information once the pop-up window appears.

If an error is still occurring, deactivate and reactivate the Client Portal. 

• Navigate to the Home Tab.
• Click the dark green drop-down arrow on the right side.
• Select Client Portal.

• A pop-up will appear, select Deactivate. 

• Follow the same steps to reactivate the Client's Portal
• The client will receive a new invitation email. 

• If the client is still having issues recommend an incognito window.