Portal Invalid Link

From time to time, staff members or clients may report not receiving their portal registration email, or another issue (invalid link error) when attempting to set up their account.

Please read on to check for the most commonly seen fixes for these issues, and the process explained!


Note: Portal links sent will go to the default email address on file for both staff & clients.

Invite Expiration Times:

  • Staff → 1 hour (enhanced security for accessing PHI)
  • Clients → 48 hours

In this Article:

Invalid Link: Client or Staff Login

This is an email preview:

Here's what this email looks like:

Email Not Received (or found)

  • Have a staff member confirm with the client their exact email address
    • Check for any common misspellings or typos for the email address
    • For example → .cmo or .net instead of .com
  • Have the client search their inbox for an email from no-reply@therapyappointment.com
    • It also may have been sent to their Spam or Trash
  • Once the email is found by the client, they need to click the link within 48 hours to create their new username/password
Note: If the client does not click the email link sent from within 48 hours (or if they clicked an old link sent) they will receive the following error page:

Invalid link: Resend Invitation

Have the client first delete all emails sent from  no-reply@therapyappointment.com

To resolve this, go to:

  • Clients (left menu)
  • Click on your client, loading their profile
  • Click (right menu)

  • Once the client client clicks the link, they're prompted for their DOB
    • Required formate is MM/DD/YYYY (2/2/4 characters)
  • If it is not correct, they will not be able to proceed.

  • Once the DOB is entered, you're prompted for creating your username & password

Still not working?

Verify with the client via secure communication what they are entering on the page, and manually compare it to their profile.

Is the DOB on file not correct?

We get it, mistakes happen!

Edit the DOB with the top right edit button (pencil and square) and click then have the client re-try with the same (or new) invite link:

Invalid link: Further Troubleshooting

Sometimes the issue is outside of our control, such as an email provider handling the link as a redirect in an odd way, or the page has been refreshed the page too many times (which would cause the page to display an invalid link).

Follow the same steps as above, and also perform the following:

  • Have the client right-click on the link within the email to copy the link 
  • They will open a new browser window, and paste that address into the address bar
  • Then hit Enter/Return (this should load the invitation properly)

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