Invitation expired or missing
Your client says their portal invitation didn't arrive or the link doesn't work. What to check, and when you can send a new one.
Symptom: a client says they never got their portal invitation, or the link says “This invitation link is not valid”.
How invitations work
An invitation link works once, only for the email address you sent it to, and expires after 14 days. You can see an invitation’s state on the client’s contact: “Invitation sent · expires” with the date.
PIToolkit doesn’t keep a copy of the link, so support can’t resend or rebuild it. Only you can send an invitation.
The client never received it
- Check the email address you sent it to, on the contact or in your records.
- Ask them to check spam or junk. The subject reads “
has invited you to their secure client portal”, and it comes from PIToolkit’s sending address, which some filters haven’t seen before. - You can’t resend while it’s still valid. If you invite the same address to the same case again before it expires, you’ll see “No invitation was sent”, and the original link keeps working.
- If the address was wrong, invite the correct address. On the Free plan, an unused invitation to the wrong address counts toward your 3 client portals until it expires.
If sending failed on our side, you’ll see that nothing was sent and the invitation was cancelled. Sending it again is safe.
If you see “Verify your email to send invitations”, nothing was sent: your own email address isn’t confirmed yet. Open the verification link we emailed you, or choose Send a new verification email, then invite again. See Verifying your email address.
The link doesn’t work
- It’s expired or already been used. Once 14 days have passed, send a new invitation from the case with Invite Client (or Invite another client).
- They already have a portal account. They should choose I already have a portal account — sign in on the invitation page, not create a new one.
- They opened it signed in as someone else, or forwarded it to another address. The link only works for the address it was sent to.