Start with the Invite Status/Step Completed column on Client Discovery. It tells you which section below applies.
Status is "Invited": the client hasn't created an account
Resend the invite
Open Client Discovery and select Invite Existing Client.
Pick the client and select Send invite.
This works as long as the status is still Invited. It sends a new email without adding a second invite. Don't use Invite New Client to resend. It creates a second, empty client record.
The email address is wrong
Open the client's profile and correct the email in Basic Info or Family Info.
Go back to Client Discovery and use Invite Existing Client again.
The invite row picks up the new email address.
The client says the email didn't arrive
Check the address on the invite row for typos.
Ask them to check spam and junk. Delivery can take a few minutes.
Resend using the steps above.
Status is "Account Created" or later: the client already has a login
These clients no longer appear in Invite Existing Client, and you can't resend. Instead:
Ask the client to go to app.clientdiscovery.co. Give them that address, not a copied link from the browser.
They sign in with the same email the invite was sent to.
If they've lost their password, they use Forgot password on the sign-in page.
The client sees "Hi, you're new here"
The message reads: "Looks like you don't have an account with us. Please contact your financial advisor to send you an invitation to use this client portal." It means the email they signed in with has no invite. Emails must match exactly - Ask which address they used, then:
If they haven't finished signing up, ask them to use the invited address.
If they've already created an account with a different address, contact support. Include the invited address and the one they used.
A client is missing from Invite Existing Client
Work through this list:
Email on file. Open the client's profile and check there's an email. Clients without one don't appear.
Already has a login. Check the status on the Client Invites page. If the client has an account, see the section above.
Duplicates. Search Client List for the same name or email. If you find more than one, keep the record with the plan, then rename or delete the others and try again.
Partner. Partners aren't listed separately. Invite the primary client.
Remove an invite
On the Client Invites row, select the delete icon in Actions.
Confirm: "You are about to delete a client invite. Are you sure?"
This removes the invite and the client's portal login. No email is sent to the client.
If the client record was created when you used Invite New Client, deleting the invite also deletes that client record. If the client had a record before you invited them, only the invite is removed.
Client Discovery shows "Completed" but you need more information
Clients don't need a new invite. They can sign in at app.clientdiscovery.co and select Go to Discovery Tool from their dashboard.
The client can't load the portal
Client Discovery works in Chrome, Edge and Safari on desktop. In other browsers, including Firefox, clients see a message asking them to switch to Chrome or Edge.
Still stuck?
Contact support with the client's name, the email on the invite, the invite status and a screenshot of what the client sees.