Admin Troubleshooting Portal Member Login Issues

** An organization admin can assist with member login issues. Below is a list of login troubleshooting steps. **

Troubleshooting steps for assisting with logging in:

• Make sure the portal invitation has been sent and the member has followed the steps to create a password and set their time zone. The People page will still show "invited" next to their name and this means they have not completed this step. Please instruct them to do so. You can "Resend Invite" from the ellipses next to their name on the People page.
• Please make sure the member is using the email address listed in their portal profile. Logging in is tied to a specific profile email address. No other email addresses will work for logging in.
• If both of the above are taken care of, and the member is reporting not receiving emails from the portal here are some in-depth troubleshooting steps you can share with them to ensure email delivery.
• If the member does not remember the password chosen during the initial invitation process, you can easily help them reset their password by clicking "Send Password Reset" from the ellipses next to their name on the People page. Tell the member to check their email Inbox for that message.
• If the members has set up Two Factor Authentication using either Text or using a App, then please remind them to leverage the appropriate method for logging in. Should you need TFA removed from their account, please reach out to BoardSpot via Chat with us.
• If the members has trouble remembering how to find the portal login page, ask them to bookmark the URL for your Organization's portal. The admin can copy/paste your organization's URL and send it to them. (Remind them to not go back to that original invitation email as the link in that email is not correct for either password reset or for logging in.) If the member wishes to add your portal to their iPhone's home screen you can follow these instructions. For Android phone users, here are the instructions.
• Sometimes a user will see an error message that is incorrect when they are actually successfully logged in to the portal. To check whether their login worked, simply have themclick on any link on the sidebar menu, and it will redirect them.
• If none of the above steps help, and the member is still experience issues please Chat with us . It will be helpful if you can explain the exact steps taken and what the member is seeing there. Screenshots are a big help as well!

Updated on: 06/04/2026