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Start with the recipient and invitation

The client questionnaire experience after a recipient opens their secure invitation link. Confirm that the invitation was sent to the email address on the intended client or family-member record. Ask the recipient to open the latest link from the invitation rather than a forwarded or old browser bookmark. If an email is missing, check spam or filtered mail before sending another invite.

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Check the case and form assignment

Open the case’s Forms tab and confirm:
  • The case is linked to the correct client.
  • The correct questionnaire or form set is present.
  • The case status allows the intended client access.
  • The invitation is associated with the right form or whole-questionnaire workflow.
  • A spouse or dependant form is assigned to the correct family-member email where applicable.

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Distinguish portal sign-in from questionnaire access

Portal magic-link sign-in and a questionnaire invitation are different client-facing routes. A client who can sign in to the portal may still need the correct questionnaire assignment; a questionnaire recipient may not need general portal access for the specific form workflow. Use the link generated for the work you want the client to complete.

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If the page opens but editing is blocked

Check whether the case was moved to a status that limits client edits, whether a review or lock state is active, and whether staff have requested a specific correction. Do not change the form structure just to restore access until you have identified the intended client workflow.

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Escalate safely

Provide the case ID, recipient email domain only if needed, form or family-member role, invitation time, and the exact error text. Do not share a live invitation URL or unrelated client information in an unapproved support channel. See Client questionnaires and Client Portal.