Who This Is For / When to Use
Use this guide if a contact cannot log in to their membership, did not receive their welcome email, or needs their access credentials resent or reset.
Method 1: Manually Resend Credentials from the Contact Record
This method is used when the original welcome email exists but needs to be resent or referenced.
Steps
Open the contact record.
Review the email history for the original membership welcome email.
If the email failed, retry sending it.
If needed, copy the login details and send them manually to the contact.
Use this method when:
The email already exists and you only need to resend it.
Method 2: Reset Password or Send Reset Link (Recommended)
This is the most reliable manual method when a contact cannot log in.
Steps
Open the contact record.
Select the Actions tab.
Scroll to the Client Portal section.
Choose one of the following:
Change Password to manually set a new password.
Send Reset Link to email the contact a secure password reset link.
Result
The contact can either use the new password you set or reset it themselves.
The reset link expires automatically for security.
Method 3: Resend Credentials from the Offers Section (Most Common)
This is the fastest and most commonly used method.
Steps
Open the contact record.
Locate the Offers section.
Find the membership offer.
Click Resend next to the offer.
Result
The original membership welcome email is resent immediately.
Use this method when:
The contact already has access to an offer and only needs the welcome email again.
Method 4: Automate Credential Resending with Workflows
Automation is ideal when you want credentials resent without manual intervention.
Supported Triggers
Offer Access Granted
Custom logic based on support workflows
Supported Actions
Send Membership Welcome Email
Result
Credentials are resent automatically when the trigger conditions are met.
Client Portal Self-Service Password Reset
Contacts can reset their own password without support assistance.
How It Works
The contact visits your Client Portal login page.
They click Forgot Password.
A reset email is sent automatically.
The reset link expires after a short time for security.
This does not require admin action.
Communities vs Memberships (Important Distinction)
Membership access is controlled by offers.
Community groups have separate access and password behavior.
Resetting a password in Community Groups does not resend a Membership welcome email.
Always confirm which access type the contact is requesting help with.
Common Issues and Fixes
Contact did not receive the email
Check spam or junk folders.
Confirm the email address on the contact record.
Resend using the Offers section or Send Reset Link.
Reset link not working
Links expire automatically.
Send a new reset link from the contact record.
Contact still cannot log in
Confirm the contact has an active offer.
Verify the correct membership is assigned.
FAQs
Can I resend credentials without changing the password?
Yes. Use the Offers → Resend option.
Can I reset a password without sending an email?
Yes. Use Change Password, then share the new password manually.
Will the contact be notified when I reset their password?
Only if you choose to send the notification email.
Can this be automated?
Yes. Use a Workflow with Offer Access Granted and Send Membership Welcome Email.
What is the fastest manual method?
Resending from the Offers section in the contact record.