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

Prefer to read? Open the step-by-step transcript

1. Can’t sign in? Use reset-password / magic-link, and check your email matches the invite.
2. Missing a production? Confirm your operator ran it for your account.
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 → use the Reset password link on the sign-in page.
• Sign-in / invite link expired → ask your operator to resend the invite.
• Google sign-in not working → make sure the Google account email matches the one your operator invited. If it doesn’t, ask your operator to invite the right address.
• Locked out entirely → if the last administrator on your account is unavailable, contact support.

Missing a production

• Productions appear in the portal when an operator runs one for your account. If you expected one and don’t see it, ask your operator to confirm it ran.
• 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

• Check your contact email is correct in Account settings, and that notifications are enabled.
• For push, install the portal as an app and allow device notifications.

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.