If your client is unable to login to their portal you can follow the steps below:

Check they are using the right address for login

Ask your contact what email address they are using to login with. You can check this is the right address by navigating to their client file and checking the email address stored under the Portal Login Email field under Main or Secondary Contact. If the login address needs to be updated you can update this field and click Update Client.

If the Portal Login Email field is blank this means the contact is not portal registered. You can navigate to Clients > People > Not Registered on Portal to send them a Registration email. 

Request a password reset

A password reset can be requested by visiting https://manager.brightsg.com/forgot 

The email address used to request the reset will always be the contact's Portal Login Email address. 

If you are using our White Label feature the address to request a password reset will be your subdomain then /forgot. If you or your client request a password reset via https://manager.brightsg.com/forgot you'll be presented with a link to access the White Labelled page to request the password reset.