An owner cannot log in to the portal
Portal login fails: wrong login page, no invitation, expired link, or portal access disabled.
Purpose
An owner reports they cannot sign in to the partner portal. Owner logins are separate from staff logins, which is the source of most of these reports.
Possible causes
- The owner is trying the STAFF login page instead of the partner login at /partner-login.
- They were never invited, or the invitation was not accepted.
- The invitation / set-password link expired before they used it.
- They set a password but forgot it.
- Portal access was disabled on their owner profile.
- The Owner Portal module is off for the company.
How to check
- 1Ask exactly which page they are on — the partner portal login is /partner-login.
- 2Open the owner's profile (/owners) and check the Portal access card: invited? accepted? enabled?
- 3Confirm the email address on the owner record is the one the owner is using.
- 4An admin confirms the Owner Portal module is enabled under Settings > Modules & Features.
How to fix
- 1Send them the correct link: /partner-login.
- 2If never invited or the link expired: re-send the invitation from the owner's Portal access card; they set a new password at /partner/set-password.
- 3If they forgot the password: re-issue the invite/reset from the Portal access card so they can set a new one.
- 4If portal access was disabled: re-enable it on the owner profile.
- 5Correct the email on the owner record if it was wrong, then re-invite.
When to contact support
If the owner uses the right page with a fresh link and correct email and login still fails, contact support (category: Owner portal issue) with the owner's email and the time of the attempt.
Important notes
- Owners are not users under Settings > Users — everything about their access lives on the owner profile.