Rarely, a client may report they cannot access their Invoices or their client portal.
Specifically, when they click the pay invoice button from an invoice email or smart statement, they're not brought to the portal as expected.
Additionally, if they try to access the client portal from the sign in page, by entering their client number and associated invoice number (can be any invoice associated with the client number) EXACTLY as written on their invoice including case sensitivity for alpha-numeric codes, and they get a client key error and are using the correct information, then the following issue is occurring and we suggest the following troubleshooting method.
If the above scenario is occurring, have the client try to access the client portal by clicking the pay invoice button from the email using their smart phone, tablet, or non-work computer. If they are able to get into the portal as expected, then the issue is on their side and is due to a network firewall that is preventing them from accessing the Aiwyn portal as expected.
To resolve this, the client has a few options:
- Use their smart phone, tablet, or non-work computer to pay invoices in the client portal.
- Contact their IT administrator to lift the firewall and whitelist aiwyn.ai domain, allowing all links from that domain to be accessed from their work computer.
If the client cannot access the client portal from their smart phone or non-work computer, and you are positive they are entering the correct client number and invoice number, please contact support@aiwyn.ai for further assistance.