NOTE: This guide covers the new Online Bookings and Client Portal, which are being rolled out to clinics in phases. If your screens look different, your account may still be on the classic version — message us via the in-app chat and we will help.
The client portal is where clients sign in to see their appointments, forms, packages, invoices and more. When a client says they cannot sign in or cannot find something, the cause is usually a portal setting or the email address on their client card.
This guide covers the client portal. For problems booking an appointment — missing services, providers, locations or times — see Troubleshoot Online Bookings Issues.
Common Client Portal Problems
| The client says… | Most likely cause | Fix |
|---|---|---|
| They never get a sign-in code or link | The email went to spam, or they used a different email address | Step 1 |
| “This email already belongs to a client at this clinic” | They already have an account | Ask them to click Sign in with this email |
| They forgot their password | — | Ask them to click Forgot password? on the sign-in screen |
| A section is missing from their portal | That feature is switched off | Step 2 |
| They cannot see their forms | Forms is switched off, or the form is not linked to the service | Step 3 |
| They cannot cancel or reschedule | Changes are switched off, or the appointment is inside your notice window | Step 4 |
| The portal will not load | A browser problem | Step 5 |
Step 1: Sign-In Problems
- Clients sign in with the email address on their client card. If they use a different address, they will not see their records. Open the client’s card and check the email address with them.
- Sign-in codes and links are sent by email. Ask the client to check their spam or junk folder, and to open a magic link on the same device they started on.
- If a client uses a password and has forgotten it, they can click Forgot password? on the sign-in screen.
IMPORTANT: For security, never sign in to a client’s portal for them or ask for their sign-in code.
Step 2: A Section Is Missing
Go to Setup → Online presence → Client Portal (or Setup → Client Portal).
- Open the Essentials tab.
- Find the missing section — for example Packages, Memberships or Documents — and make sure it is switched on. The preview on the right updates as you go.
Features on the Essentials tab of Setup → Client Portal
NOTE: A section only shows information you have shared or the client has bought. For example, Packages is empty until the client has a package. To sell packages, memberships and gift cards online, see How to Sell Memberships, Packages, Products and Gift Cards in Your Online Store.
Step 3: Forms Are Missing
- On the Essentials tab, make sure Forms is switched on.
- Go to Setup → Medical Forms and open the form. Make sure the right services are chosen under Which service should this form be used for? and that Request to be completed prior to appointment is switched on.
A consent form the client has already completed and that is still valid is not asked for again.
Step 4: Clients Cannot Cancel or Reschedule
On the Essentials tab, click the Appointments card and check Allow cancellations and Allow reschedules. With Follow cancellation policy, clients cannot make changes once the appointment is inside your policy’s notice window — they need to contact you instead.
Step 5: The Portal Will Not Load
Ask the client to refresh the page, clear their browser’s cache and cookies, or try another browser or device. You can check the portal yourself with Open portal at the top of Setup → Client Portal. If it fails for everyone, message us via the in-app chat with a screenshot and the time it happened.
TIP: To share the portal with clients, use Copy portal link at the top of the same page, or the links on the Share tab.
What’s next?
For the full set-up, see How to Set Up the New Client Portal. Share How to Use Your Client Portal with clients who need help finding their way around.
Questions? Reach us any time via the in-app chat — we’re happy to help.
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For more guides, browse the related articles below or use the search bar at the top of the page. You can also watch our video learning series, the Pabau Academy, or visit the Support page for additional help.