Common user issues
From time to time Stakeholders might report issues accessing the portal. Here are some of the most common reasons and resolutions.
'Your account is not associated with any matters'
Most often this is due to:
- The user being logged in with a different account. Ensure they are logged in with the email address associated with your matter.This will be the email saved to their contact card on the matter.
- The Stakeholder not having access to the Portal. Configure the Stakeholder types that have access to the Portal within your matter templates.
- The matter being set to aborted. Aborted matters are not available on the Portal.
'You are not associated with any properties or cases on InTouch, therefore you cannot sign in'
Most often this is due to;
- The user being logged in with a different account. Ensure they are logged in with the email address associated with your matter
Difficulties logging in
Although InTouch is supported in most browsers there are certain old versions which will prevent the user from signing in. As a first step we recommend trying to log in with a different browser or device, this usually does the trick.
For best use of InTouch, we recommend the web browser Chrome.
Some functionality within the mobile app does not work on older versions of Android.
Forgotten password
If a client has forgotten their password for the Portal, this can be reset through the log-in page. Select 'Forgot password?', enter the email address and further instructions will be sent to change the password.
If a Stakeholder does not receive their forgotten password link, ensure the email they're using is associated with a matter.
