Once a member of KBH staff has entered the client or participant's email address in the appropriate field in Neo, the Client Portal sign-up process is entirely in the client's hands.
Who has Client Portal Access?
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Where is client's email address entered in Neo?In the Demographics screen, enter the client's email address in the Email Address field in the Additional Information section. |
Where are Participant email addresses entered in Neo?For Portal access, participants must be designated as Legal or Primary Caregiver in the Caregiver Information section. From the Caregiver screen, Primary and/or Legal must be checked off, and a valid email address must be entered in the Email field and Save.
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Understanding Client Portal Status Screen
Where To Find Client Portal Status Button
From Client Inquiry Screen |
From Client Demographics Screen |
Client Portal Status Key
Client Portal Status Screen Example:
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Sends link to Client Portal login screen to associated email. |
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These check boxes indicate whether or not each email address currently has access to the Client Portal. |
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You will see this kind of text under the Link/Access column if the person listed does not have access to the Client Portal and is not set up in Neo to be able to have access - these will indicate the reason why. Examples: Not Legal/Primary - Participants must be listed as Legal and/or Primary Caregiver to be eligible for access. No Email - there is no email listed for this participant. |
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Link to help documentation for Client Portal Status. | |
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Save changes. | |
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View a list of all accounts associated with that email address.
This also indicates whether this email address has access to that client's Portal, the name and client ID, their relationship to client/client's care and the date and time of the last activity. 
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View documents that have been sent to the Client Portal - Pending and Completed. |
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When giving or taking away access, you'll be prompted to enter a reason for that action.
Any instances of changes to portal access will be listed below each participant. If the change is done by staff, it will indicate by staff username, date and time of the instance, and the reason for the change. Similarly, if the change was made from the Client Portal side, that will be indicated by email address and date & time of the instance. |
Troubleshooting
Error messages clients may see when trying to log in.
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Trying to Sign Up with an email that's already been signed up. Solution: Head back to the Welcome Page and click Sign In.  |
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Signing in when you have not yet completed the Sign Up process. Solution: Head back to the Welcome Page and click Sign Up.  |
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Typing in their password incorrectly. Solution: Check caps lock, try again  |
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Email address not found in the system
The Client Portal is not recognizing the email address that was entered as being associated with any accounts. This means the email address that the client entered was not entered into Neo correctly, they made a typo when entering the address or they're attempting to sign in with an email address different from the one provided to us. Solution:
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Incompatible Browser/Device
Error messages clients may see at log in or when trying to sign documents.
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If the device/browser you are using to log in to the Client Portal is incompatible you will see the following *Important Notice*. This means the device/browser you are using does not support the required features for displaying and signing PDF files - basically, you will not be able to view and/or sign any documents. All other features of the Client Portal will still be functional.
Solution: try using a different browser or upgrade your device through the device's settings.  |
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The device/browser does not support the required features for displaying and signing PDF files. Solution: try using a different browser or upgrade your device through the device's settings.  |