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Task guide

Portal sign-ins

Read the log of every attempt to sign in to the client portal, successful or not, and find a client's attempts by their email address or phone number.

What the log holds

Settings, Access & security, Security, Portal sign-ins lists every attempt to sign in to the client portal, beside Login attempts, which is the same log for the firm's own staff. Each row shows:

  • Time of the attempt, newest first.
  • Portal account, the client's person the attempt matched. It is blank when no account matched.
  • Outcome of the attempt.
  • IP address it came from.
  • Device, the browser and system it used.

An attempt appears as it happens, successful or not, and the page reads "No portal sign-in attempts recorded" until there is one.

The outcomes

OutcomeWhat happened
Signed inThe client signed in.
Code required and Code acceptedA code was asked for, and then entered correctly.
Wrong password and Wrong codeThe password or the code was wrong.
Unknown addressNobody on the portal has that email address or phone number.
No accessThe password was right, but the person has been given access to nothing in the portal.
LockedThe account was refused because repeated failures locked it for a while.
InactiveThe person is known but their portal account is not active: it has no password yet, or has been switched off.

Find a client's attempts

Search by the Email address or phone the client typed, in full or at least three characters. The portal does not keep the address that was typed in the clear; it is kept so that it can be matched, not read. An attempt on an address nobody holds therefore never shows what was typed, but you can find it by typing the same address in the search box.

Narrow the list with Outcome, IP address and a date range. A run of Wrong password or Unknown address from one address, or a client who says they cannot get in and whose attempts read Locked or No access, are the usual reasons to open this page. To give a client access, or take it away, see The client portal.

Only those who may read the firm's login attempts see this page.

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