Portal Link Isn't Working

If your customer's portal link isn't working, here's how to fix it.

Common Link Issues

Link Was Copied Incorrectly

When copying/pasting:

• Make sure entire link was copied
• Check for spaces before or after
• Verify no characters were cut off

Link Was Forwarded

Portal links are secure and unique. If customer:

• Forwarded email to someone else
• Screenshot the link instead of clicking
• Manually typed part of link

It may not work. Resend directly to correct email.

Plan Was Cancelled

If you cancelled the plan:

• Portal link becomes inactive
• Customer sees "Plan not found" message
• Need to create new plan if this was mistake

Link Expired

Portal links don't expire while plan is active, but:

• After plan completion (90 days)
• After plan cancellation (immediate)
• If plan was deleted (immediate)

Testing the Link

1. Go to plan in your dashboard
2. Click View Customer Portal
3. Opens same view your customer sees

If it works for you but not them:

• Likely a browser/device issue on their end

Browser Issues

Privacy/Security Settings

Some browsers block certain links:

• Try different browser
• Disable privacy extensions temporarily
• Allow cookies from withgoodplan.com

Outdated Browser

Very old browsers may have issues:

• Update to latest version
• Or try on mobile device

VPN or Firewall

Some VPNs or corporate firewalls:

• Block certain domains
• Try with VPN off
• Use personal device vs work device

Generating New Link

From your dashboard:

1. Open the plan
2. Click Generate New Portal Link
3. Old link stops working
4. Send new link to customer

Use this if you suspect link was compromised or shared.

Error Messages

"Plan Not Found"

• Link is wrong
• Plan was deleted
• Database issue (rare)

"Access Denied"

• Link was revoked
• Plan status changed
• Try generating new link

Blank Page

• Browser compatibility issue
• JavaScript disabled
• Ad blocker interfering

Alternative Access

If portal link continues to fail:

1. Send plan details via email/text
2. Have phone conversation to discuss
3. Create new plan if needed
4. Contact support for technical investigation

Prevention

• Use "Send Plan" button instead of copying link
• Verify email address before sending
• Have customer confirm receipt
• Keep original email for reference

Need Help?

Contact support with:

• What error message appears
• Browser and device used
• Screenshot if possible
• Whether link ever worked

We can investigate and resolve technical issues.