This article explains how to help clients reset their Customer Portal password and verify if they've been invited to the portal.
Password Reset Process for Clients
If a client cannot remember their Customer Portal password, they can generate a password reset link themselves. Guide them through these steps:
Navigate to the portal login for their region
Australia: https://customer.gjgardner.com.au
New Zealand: https://customer.gjgardner.co.nz
United States: https://customer.gjgardner.com
Click the Login button
Click Forgot Password? below the password field
Enter the email address used for their Customer Portal invitation
Click the Reset Password button
The client will receive an email with a link to create a new password. If they don't receive the email:
Ask them to check their spam or junk folder
If the email is still missing, they may not have been invited to the Customer Portal (see next section)
Note: Clients must have been invited to the portal before they can reset their password.
Verifying Client's Invitation Status
If a client can't reset their password, verify if they've been invited to the Customer Portal:
In G.J. Software, navigate to Contacts
Select the client to verify invitation
Click the Customer tab
Click the Customer Portal tab
You'll see one of two options:
Send Invitation button: The client has never been invited. Invite them to create an account.
Resend Invitation button: The client has been invited but may need a new invitation if they never created an account.
Troubleshooting Tips
If the client never created an account when first invited, you may need to resend the invitation.
Ensure the client is using the correct email address - it should match the one used for their invitation.
If issues persist, check with your IT support team for further assistance.
By following these steps, you can efficiently help clients regain access to their Customer Portal accounts or set them up if they haven't been invited yet.