Customer troubleshooting

Most Client Portal issues come down to sign-in, a production you can’t find, or billing. Here’s how to clear each — and when to involve your operator vs support.

🎬 Fix common Client Portal issues

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1. Can’t sign in? There’s no self-service password reset today — ask your operator to resend your invite, and check your email matches it.
2. Missing a production? Check the home page’s Awaiting your approval and Recent productions lists, then confirm with your operator that it ran.
3. It’s there but not live? It may be waiting for your approval.
4. Billing? Check the Billing area, then contact support.

Can’t log in

• Forgot password → the portal doesn’t have a “forgotten password” link yet — a reset exists behind the scenes, but no page offers it. Ask your operator to resend your invite — the new invite link lets you set a fresh password.
• Sign-in / invite link expired → invite links are valid for 48 hours; ask your operator to resend the invite. A re-sent invite also supersedes any earlier link.
• Locked out entirely → if the last administrator on your account is unavailable, contact support.

Missing a production

• Check the home page — Awaiting your approval lists everything currently needing your decision, and Recent productions lists your most recent ones.
• Productions appear once an operator runs one for your account. If you expected one and don’t see it, ask your operator to confirm it ran, and that your account has access to it — you only see productions for accounts you’re permitted on.
• If it’s listed but not published, it may be waiting for your approval — open it and review (see Reviewing productions).

A production won’t publish after I approved it

• A connected channel may have disconnected (token expired/revoked) on the operator’s side. Your operator reconnects it — see the operator Connected platforms guide.
• Some platforms require approval before posting; content for those is held rather than failing.

Notifications not arriving

• Confirm your contact email with your operator — it’s the address the portal and its emails use.
• Check your inbox’s spam or junk folder.

Subscription / billing issue

See Billing and subscriptions, or Contact support for payment problems.

Tip

Rule of thumb: content/production questions → your operator (they run productions for you); access, billing, and bugs → support.

Anything else? Contact support.