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12. Client Portal — First-Time Access & Login Troubleshooting

12. Client portal — first-time access & login troubleshooting

This is one of the highest-volume support topics. Clients frequently reply to automated emails, attempt to log into the wrong URL, or can't access their portal for the first time. The questions below cover the most common scenarios.

12.1 My client says they never received a portal invitation. What should I do?

  1. Confirm the email on file is correct — go to the client's workflow → Contact → Open Profile → 3-dot menu → Edit Contact

  2. Re-send the portal invitation from the client's workflow

  3. Ask the client to check their spam/junk folder for an email from no-reply@glade.ai

12.2 My client can't log into the portal. What should I check?

  • Wrong URL — clients sometimes try to log into app.glade.ai directly (the attorney dashboard). Send them your firm's specific portal link: https://app.glade.ai/[your-firm-slug]/user-profile

  • Wrong email — confirm the email they're using matches exactly what's in their Glade profile

  • No password set — if the client signed up via a one-time code but never set a password, direct them to use Forgot Password on the login screen

  • Logged in as someone else — have the client go to https://app.glade.ai/auth/logout to force a full logout, then log back in with the correct credentials at your firm's portal URL

12.3 My client is replying to automated Glade emails instead of using the portal. How do I redirect them?

Glade notification emails come from a no-reply address. Replies do not reach your legal team. Use this message to redirect your client:

"You're replying to an automated notification from Glade. Your legal team isn't receiving this directly. Please log into your client portal and use the Case Chat to send messages directly to your team: https://app.glade.ai/[your-firm-slug]/user-profile"

12.4 What can clients do once they're logged into the portal?

  • View their next required step and all active tasks

  • Upload documents via their document checklist

  • Complete and submit questionnaires

  • View and pay invoices

  • Book or reschedule appointments

  • Send messages to their legal team via Case Chat

📖 Client Account Details

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