Work through these checks in order. Most problems are solved by the first three.
1. Is the invitation still pending?
Click the Users icon next to the portal's name. If the client is listed under Pending invitations, they haven't accepted yet. If they're not listed at all, the invitation may have been removed automatically (see Pending invitations); add them again.
2. Is the email address right?
We don't report bounced emails, so a typo fails silently. Check the address shown under their name. If it's wrong, cancel the invitation (red cross) and invite the correct address.
3. Has the email gone to spam?
The invitation comes from your firm's name at hello@mydocsafe.com with the subject Portal Invite. Ask the client to check their spam or junk folder and add hello@mydocsafe.com to their safe senders. Then click Send reminder to send it again.
4. The client already has a MyDocSafe account
If they've used MyDocSafe before (with you or another firm), they won't be asked to set up an account. After clicking Accept invitation they sign in and click Accept invite. If they signed in without using the email link, ask them to open the email and click the button again.
5. They've forgotten their password, or a security code isn't arriving
Send them For your clients: trouble signing in. If you've switched on Force 2 Factor Authentication for portal users (Settings > Security), they need access to the mobile phone they registered.
6. They're signed in but can't see your portal
If they use MyDocSafe with more than one firm, they need to pick your firm from the firm-name menu at the top left.
Check they haven't been removed from the portal (step 1).
7. They can see the portal but can't upload
They probably have Read access. Change it to Read/Write: see What portal users can do.
8. Self-signup clients can't find the login page again
The emails clients receive after signing up through a self-signup link don't contain a link back to the login page. Give them the address (app.mydocsafe.com, or your own address if you have the Branding add-on), add it to your Dashboard description, or put a login button on your website: see Add a client login button to your website.
Still stuck? Contact customerservices@mydocsafehq.com with the client's email address and the portal name.