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Client request still asking for a PIN

  • 20 October 2022
  • 9 replies
  • 85 views

Userlevel 7
Badge +13

I sent a client request today and I received an email back from the client asking me what the PIN was to access.  I thought all new work was supposed to have the magic link now.  When I clicked on the MANAGE CHECKLIST icon, it indeed asked for a PIN. I told the client to use the forgot PIN feature, but this seems odd to me.

Has anyone else had this issue come up?

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Best answer by Aliesa Jackson 25 October 2022, 18:39

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9 replies

Userlevel 7
Badge +19

Very strange. I think it’s something support might want to hear about.

 

fyi @Aliesa Jackson 

Userlevel 7
Badge +13

@max I was planning on contacting support.  I’m just checking with the rest of the team to see if they are also seeing this or was it a one-time thing. It got me wondering if anyone else is seeing the issue as well.

Userlevel 7
Badge +19

I haven’t heard anything from our clients.

Userlevel 4
Badge +3

@DianeK Are you still experiencing this issue? If so, I can direct this to Support. 

Userlevel 7
Badge +13

@Aliesa Jackson  It seems to still be happening.  I clicked on one of the reminder emails I sent this morning and this is what I see.

 

Userlevel 4
Badge +3

Thanks for letting me know. This needs to be routed to Support. We will reach out momentarily.

Userlevel 3
Badge +4

I am having a similar issue in that I am sending client requests - they get an email and can update using magic link BUT when they log into their portal there are no requests - see my test below.

 

Via Magic Link

 

After logging in:

 

Userlevel 7
Badge +19

Sounds like something support could want to see.

The only thing I can think is that the client might be using two email addresses.

Userlevel 3
Badge +4

The client email (and this is consistent with my test) used on the client request is the same email associated with the client portal.

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