Client Portal Troubleshooting

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

• 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. 

• 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.