Troubleshooting Client Workspace Access

Use this article when a client user can't log in, can't see a project, or is missing something you expected them to see.

Tip: Most of these checks are quickest to confirm by previewing the workspace as the affected user. See Previewing the Client Workspace as Your Client.

• The client can't log in

• The person isn't available to invite

• A project is missing from the client's workspace

• Comments or file uploads aren't available

• Retainer information isn't showing

• Where to go next

• The login link has expired or has already been used. Login links expire after 15 minutes and can only be used once. Go to the client's Workspace tab, select Get login link next to the user, and send them the new link.

• The user has been deactivated. Check the user's Status in the Workspace users list on the client's Workspace tab.

• The invitation is still pending. The summary at the top of the Workspace users list shows how many invitations haven't been accepted yet. You can send the user a login link instead.

The Contact list in the invite form only shows contacts that belong to this client. If the person isn't listed:

1. Select Add a new contact in the invite form, or go to the client's Overview page and select Create Contact.

2. Add the person's details.

3. Return to the Workspace tab and invite them.

Check these in order:

• The project is shared to the workspace. Open the project, go to Settings > Client Workspace, and check that Show in client workspace is set to On. When a project isn't shared, it's marked not shared with the portal in the user invite and edit forms.

• The user can see that project. On the client's Workspace tab, select Edit next to the user. If Specific programs/projects is selected, make sure the project is ticked, or switch to Whole client org.

• The project belongs to this client. The workspace only shows projects linked to the client the user belongs to.

• The project is closed. Closed projects appear under the Closed tab on the client's All projects page, not the Open tab.

These are controlled by settings on the client's Workspace tab, under Feature Flags:

• If clients can't see or post comments, check that Show comments is ticked.

• If clients can't attach files to comments, check that Allow file upload is ticked.

Select Save after making changes. They apply the next time the client loads a page.

• Check that Show retainer usage is ticked on the client's Workspace tab.

• Check that the retainer project is shared to the workspace and that the user can see it.

• If hours are missing from retainer periods, check whether Hide time entries is ticked. This hides time registrations in retainer periods.

• Adding a User to the Client Workspace

• Enabling Client Workspace and Managing Phase Approvals on a Project

• Configuring the Client Workspace for a Client

Client Workspace is available as a paid add-on module. To enable it for your team or talk through pricing, reach out to your Account Manager.