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:

Find Client Username & Status

Go to:

Clients (left menu)
Click the client name, loading their profile
On the right menu find Client Portal Access shown here:

On a smaller screen? click 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

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

Once the client signs in with their original username and new password:

Click your name (top right menu)
Then click (top right)
On the right menu, click the edit button beside the existing username shown here:

On a mobile device? The menu will be at the very bottom of the screen

Enter the new username and click at the bottom right

smartphone On a smaller screen or mobile device?

If so, you'll see this same menu at the very top of the client profile, with the three dots: