A client can't log in to the portal

Sidebar: Clients for the client's record and invitations. Your portal links are on Business Settings → Customer Portal.

How clients sign in

Your portal sign-in page has two tabs:

Phone (the default). The client types their mobile number and taps Text me a sign-in code. They enter the 6-digit code from the text. Alaga matches the number to the phone on their client record. No invitation or password is needed.
Email. The client signs in with their email and password, or taps Email me a sign-in code instead to get a 6-digit code by email. Email sign-in only works once they have an account (from an invitation or from signing up).

So for most clients, the fastest fix is: make sure the right mobile number is on their client record, then have them use the Phone tab.

"We couldn't find your records"

The phone number they typed is not on any client record at your business.

Open Clients and find the person.
Check the phone number on their record. Fix it if it is wrong or missing.
Ask them to try the Phone tab again.

If they really are new, they can tap Create a new account instead.

"You already have an account" or "This number is already in use"

That number is already tied to a different portal login.

"You already have an account with ..." The screen shows part of an email address. Ask them to use the Email tab with that email.
"This number is already in use." Another login already uses this number. Check Clients for a duplicate record, and see Fixing duplicate clients and pets. Contact support if you can't sort it out.

The text code didn't arrive or doesn't work

Codes can be slow. Wait a minute, then tap Resend code.
"That code has expired" means they should tap Resend code for a new one.
"Too many codes requested" means they should wait a few minutes before trying again.
The number must be a mobile phone that can get texts.

If texts keep failing, they can use the Email tab instead.

Email invitations

Use invitations for clients who would rather sign in with email and a password.

Go to Clients and click Invite Customer.
Enter their Email Address (first and last name are optional).
Click Send Invitation.

Sent invitations show in the Pending Invitations card on the Clients page until they are accepted. From there you can Resend or cancel one.

Invitations last 30 days. After that the card marks them Expired. Resend it to give them a fresh link.
If the email already has a pending invitation, or already has a portal account, Alaga tells you and does not send another.
The client picks a password of at least 8 characters with a letter and a number.

Make sure they use your portal link

Each business has its own portal address. It looks like app.alaga.io/b/YOURCODE/auth, or your own domain if you set one up. Find it on Business Settings → Customer Portal under the portal links, and copy it from there.

A client on a general sign-in page, or on another business's link, will not find their records.

"Account Pending Approval"

If Require approval for new signups is on (Business Settings → Customer Portal → Portal Access), new sign-ups wait for you.

Go to Clients.
Find them in the Pending Approval card.
Click Approve.

Read any warning on the card first. If someone signed up claiming an existing record, only approve if you recognise them.

They forgot their password

They can tap Forgot password? on the Email tab, or use Email me a sign-in code instead. The easiest option is often the Phone tab, which needs no password at all.

You cannot see or set a client's password, and neither can Alaga.

The invitation or code email never arrived

Go to Business Settings → Customer Notifications and open the Delivery Log tab.
Look for the email.

Sent: it left Alaga. Check the address, and ask them to look in spam.
Failed: the row says why.
No row: it was not sent. Resend it.

They can sign in but see nothing

They have two records. If they signed up on their own, they may have made a second, empty record. Search Clients by name, email and phone. Merge the two with Merge Duplicate. See Fixing duplicate clients and pets.
Their record is archived. An archived client's portal login no longer opens their record. Restore the client from the Inactive & archived filter on the Clients page.
They picked the wrong business. If they sign in away from your portal link and their number is on file at more than one business, Alaga asks which one they want. They need to pick yours. Sending them your own portal link avoids this.