How do I reset a client Username?
The long and short is that only clients can reset their username in the system, which requires signing in first.
As a staff member, while it is not possible to clear out or reset a client username, it can be retrieved for the client (to then be reset after) by following these steps:
In this Article:
- Find Client Username & Status (so they can sign in first)
- Examples of Each Status
- Client View: Reset Username
Find Client Username & Status
Go to:
- Clients (left menu)
- Click the client name, loading their profile
- On the right menu, look under all the buttons for Client Portal Access shown here:
There are two things to note here:
- If a username is present
- This means their portal account is fully set up
- The client portal status is plainly: can they sign in or not
- Blue = enabled, meaning the client can sign into the portal
- Grey = disabled, meaning the client cannot sign into the portal
- Even with the correct credentials
movie Video:
![](https://info.therapyappointment.com/hubfs/HS_Assets/profile%20-%20client%20portal%20info.gif)
Shown:
- Disabling and re-enabling client portal access
- Review client username
smartphone On a smaller screen or mobile device?
If so, you'll see this same menu at the very bottom of the client profile, scroll down:
![](http://d33v4339jhl8k0.cloudfront.net/docs/assets/5dc5afc004286364bc9187a9/images/663933795ae8353469c6b549/file-bv866VWnv6.png)
Examples of each possible state:
Client without a portal account setup (no username) & a grey toggle:
- Note there's no username, which is a good thing meaning they can pick their own!
- Suggested:
- (Re)send the portal invite
- They can begin or resume the registration process
- This includes the client setting up their own username & password
Client with a portal account set up (username) & enabled (blue toggle):
- Here you can note the username (joefake) and relay that to the client so they can sign in
Client with a portal account set up (username) & disabled (grey toggle):
This means:
- The client has an account set up
- But they wouldn't be able to sign in until It's re-enabled (click to make it a blue toggle)
Once the client resets their password, they can sign into their account and update their username information with the below steps.
Client View: Reset Username
- My Profile (left menu)
- On the right menu, click the edit content_copy button beside the existing username:
- Enter the new username and click at the bottom right
smartphoneOn a smaller screen or mobile device?
If so, you'll see this same menu at the very bottom of the client profile, scroll down:
![](http://d33v4339jhl8k0.cloudfront.net/docs/assets/5dc5afc004286364bc9187a9/images/6639353b5027f87fcc6be3bc/file-4O9EdX3OsW.png)