Client portal · Signing in & your account
Sign in to the client portal
The client portal is where you see your pets' records, bills and appointments online. Your practice sets up your account and emails you an invitation first (see Set up your portal account). After that, you sign in with your email and the password you chose.
Sign in
Go to the portal address your practice gave you. The Sign in screen opens.
- Enter the email address your practice has on file in Email.
- Enter your password in Password.
- Select Sign in.
You land on your portal home page. If you've turned on two-factor sign-in, you're asked for a code first.
Enter your two-factor code
If two-factor sign-in is on for your account, the Two-factor verification screen opens after your password. Open your authenticator app and find the 6-digit code for the practice, then:
- Enter the code in Authenticator code.
- Select Verify.
Lost your authenticator?
Use one of the recovery codes you saved when you turned two-factor sign-in on. Each one works once.
- Enter a recovery code in Recovery code.
- Select Use recovery code.
Out of recovery codes as well? Call the practice. They can reset your account from their end.
If sign-in doesn't work
| Message | What it means |
|---|---|
| That email and password did not match an account. | Check for typos and that Caps Lock is off, or [[reset-your-password |
| Too many failed sign-in attempts. | Your account is locked for a few minutes. The message says until when (practice time). |
| Too many sign-in attempts from this network. Wait a few minutes and try again. | Lots of failed sign-ins came from your network. Wait a few minutes. |
| That code was not accepted. Try again, or use a recovery code. | The two-factor code was wrong or had already changed. Use the newest code your app shows. |
| Your sign-in worked, but your account is not linked to any records here right now. | Your password is fine, but the practice has nothing linked to your account at the moment. Give them a call. |
| Sign-in is paused. | The system is being updated. Try again after the time shown. |