Client Login Instructions for vcita Client Portal

Take control of your client experience by learning how to manage and troubleshoot the client portal to ensure your clients can easily access scheduling, payments, and documents.

The client portal provides everything your clients need, from scheduling appointments to accessing documents like "Invoices" and payment history.

View the Client Portal as a Client

As an administrator, you can view the portal as a client to better understand the client experience.

1. Open the platform.
2. In the navigation menu, click Client Portal.
3. Click View as Demo Client.

Manage the Client Portal URL

You can customize and share your portal link to align with your business name.

Edit the Client Portal URL

1. Open the platform.
2. In the navigation menu, click Client Portal.
3. Under the "Client Portal URL" section, click the Edit icon.
4. Enter your desired URL.
5. Click Done.

Copy the Client Portal URL

1. Open the platform.
2. In the navigation menu, click Client Portal.
3. Under the "Client Portal URL" section, click the Copy button.

Troubleshooting Passwordless Login

The client portal uses passwordless login, meaning clients do not maintain a password. Instead, when logging in, they receive a one-time passcode (OTP) sent to their email address or mobile number.

How OTP Delivery Works

The platform sends the OTP using the contact information on file for the client. Depending on the details provided in the client card, the platform sends the OTP by:

• Email: This is the default delivery method.
• SMS: This is available if a mobile number exists on file.

Who Can Log Into the Client Portal?

Only existing users can log in with an OTP. To log in, the person must already exist in the platform. This typically happens after they:

• Book an appointment through your scheduling form.
• Submit a contact form.
• Make a payment through the payment form.
• Are uploaded by you via a client list.
• Are added into the platform manually.

If someone does not exist in your system, they cannot log into the client portal.

Steps to Resolve Missing OTPs

If a client does not receive their login code, follow these steps:

1. Confirm the client exists in your Clients list.
2. Verify the email address or mobile number matches the record in the platform.
3. Instruct the client to check their spam or junk folder.
4. Wait three minutes before requesting a new code to allow for delivery delays.
5. Ask the client to click Resend code on the login page to generate a new OTP.
6. Ask the client to contact their IT administrator to the address book or allowed emails from the platform if they use a work email.
7. Contact support if the issue persists after these steps.

Frequently Asked Questions

Q: Why does the platform use OTP instead of passwords?

Passwordless login increases security and removes the need for clients to remember or reset passwords. It ensures that only the person with access to the registered email or phone number can enter the portal.

Q: Can I change the URL of my client portal?

Yes, you can modify the URL in the Client Portal settings by clicking the Edit icon. This allows you to align the portal link with your business name.

Q: What happens if a new person tries to log in?

The portal only recognizes existing users in the platform. New visitors must first complete a booking, contact, or payment form to create a profile before they can access the portal features.

Q: How does the platform decide whether to send the OTP via email or SMS?

Email is the default delivery method used by the platform. SMS delivery becomes an available option only if a mobile number is saved on the client's profile.

Q: What should I do if a client says they are not receiving the OTP?

Verify that the client exists in your list and that their contact information is spelled correctly. You should also ask them to check their spam folder and wait three minutes before clicking the resend link.

Q: Can I see what the portal looks like for my clients?

Yes, you can use the View as Demo Client feature. Navigate to the Client Portal menu and select the demo option to see the interface from the client's perspective.