My client can't get into the portal

The portal has no address configured

If you never defined the subdomain, the portal doesn't exist for anyone. Go to Settings > Client Portal, the Settings tab, and define at least the subdomain. See Set up your portal.

The client shows as Inactive

An Inactive client can't get in. In the Clients list, open their menu and choose Activate. If they were deactivated while they were inside, their session ended at that very moment: that's why the portal signed them out.

The invitation is pending or expired

If the client shows as Invited, they haven't completed their registration yet. Use Resend invitation to send them a new link. If it never arrived, check that the email is correct and ask them to look in their spam folder.

They forgot their password

If the client registered by invitation, from their menu use Send password reset. If you created them with Direct Access, you won't see that option: open Edit and use Regenerate Password, and pass them the new one. In any case, the client can also request the link from Forgot your password? on the login screen.

You use a custom domain and it doesn't load

If you connected your domain but it isn't verified yet, access through that domain doesn't work. While you complete the verification in Portal Access Domain, share the subdomain address (your-identifier.mb-suite.com) with your client, which works immediately.

They sign in with Google and see an MB Suite screen

If your portal uses a custom domain, Continue with Google passes through mb-suite.com for a moment: a screen titled Confirm where you're signing in shows your domain. It's a security step, not an error: your client presses Continue with Google (or Continue, if their account already shows, or Use another Google account to switch it), picks their account in Google's window and comes back to your portal already signed in. Let your clients know they'll see that screen and should only continue if they recognize your address. On the subdomain (your-identifier.mb-suite.com), Google's window opens directly, and signing in with email and password doesn't change.

If, after picking their account, they're told they don't have access to this portal, they almost always used a different Google account from the one their access was created with: have them try again with that one, or sign in with email and password. If they're told their account is deactivated, they're Inactive: activate them as explained above. And if they're told the sign-in wasn't started in that browser or it expired, they should press Back and start again from your portal's sign-in screen, in the same browser.

"Access temporarily suspended" appears

That message isn't a client problem: it names the affected account and indicates that its access to the reports was suspended, almost always for a billing reason. Settle the corresponding payment and the portal is re-enabled.