Troubleshooting Client Portal

Some of the issues encountered in Client Portal:

Getting “Page Not Found” error on a Client Portal tab

Go to Jetpack CRM > CRM Settings > Client Portal, and make sure the correct page is assigned as the “Client Portal page”. If you change that setting, be sure to scroll down and click the “Save Settings” button.

Check the URL you are visiting to make sure it’s correct. For example, if you are seeing a “page not found” error when visiting the YOURSITE.COM/clientsquotes/1 URL, you’ll know there is an error in that URL as it should be YOURSITE.COM/clients/quotes/1 (notice the / between “clients” and “quotes”). If the URL is incorrect, please check that the page slug, menu item URL, and/or permalinks settings are correct.

Speaking of permalinks, please also check and re-save your permalinks settings by going to Settings > Permalinks. We recommend using the “Post name” permalink structure.

Multiple Client Portal pages

Go to Pages > All Pages, and check if you have multiple Client Portal pages. If so, delete all but one.

For the remaining Client Portal page, make sure it has the correct shortcode, and has been assigned as the Client Portal page in Jetpack CRM > CRM Settings > Client Portal.

When logging into the Client Portal, I’m getting “Your username or password was incorrect.”

Each Jetpack CRM Contact must have an associated WordPress user account in order to log into and use the Client Portal. Follow the steps in our Client Portal guide to generate a WordPress user for the contact.

When logging into Client Portal, I’m getting redirected to Jetpack SSO sign-in page with account

Jetpack Secure Sign On (SSO) forces that login. Jetpack SSO is enabled by default on sites hosted with, but not on self-hosted sites.

Currently, Jetpack SSO is not supported by Jetpack CRM’s Client Portal. Please disable Jetpack SSO to allow direct login, as your contacts have site-specific accounts instead of accounts.

Getting a 403 error when trying to edit/view an uploaded file by a customer in their Client Portal

  1. Make sure you have access to the files stored in wp-content/jpcrm-storage and update the folder permissions accordingly.
  2. Please check your site’s .htaccess file to see if there are any restrictive rules that are forbidding you from loading those files.

Both of those things are located on your web host server, which Jetpack CRM support does not have access to. If you need help checking/changing permissions or the .htaccess file, your web host should be able to assist you.

Updated on June 23, 2023

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