Firm staff can diagnose and clear the most common reason a client cannot reach their portal — a firewall on the client's own network — and hand the client a fix without escalating.
The symptom looks like one of two things: the client selects the pay invoice button in an invoice email or smart statement and is not taken to the portal, or the client tries to sign in with their client number and an invoice number and gets a client key error even though the details are right. The steps below are written for the client, so you can forward them as they are.
Steps
- Check the details you are entering on the sign-in page. Your client number and invoice number must be typed exactly as they appear on your invoice, including capitalisation for any letters in the code. Any invoice number associated with your client number will work — it does not have to be the one you are paying.
- Open the same pay invoice link from your invoice email on a different device: a smart phone, a tablet, or a computer that is not your work computer.
- If the portal opens on that device, your work network is blocking it. Go to step 3.
- If the portal still does not open, stop here and reply to your accounting firm so they can escalate it.
- Choose one of the two fixes:
- Pay your invoices from your phone, tablet, or personal computer.
- Ask your IT administrator to allow the aiwyn.ai domain through your network firewall, so links from that domain open on your work computer.
Firm staff: if the client cannot reach the portal from a personal device either, and you have confirmed the client number and invoice number are correct, email support@aiwyn.ai.
Related
- Managing Client Portal Users
- Link client entities to client portal users
- Take a payment on a client's behalf
- How Aiwyn invoice emails work