Invite to clients not sending

[jennatax]

I sent an invite to my client to upload her documents but the message that my client received when she was trying to log in was "Nothing to do here, you have no requests yet." How do I troubleshoot this?

[itonewbie · Accepted solution]

Just a hunch... and it's more common than you think.  Your client may not have bookmarked the URL in your invitation email, clicked on the hyperlink in your invite, or may even have used a different email address than the one you sent the invite to if they have multiple Intuit accounts.

If they did a search on the Internet, they'd find only the URL (http://accounts.intuit.com/) which ProConnect Tax stopped using in 2017 (although that continued to be the portal for Lacerte/PS). And if they log into Intuit Link using that URL (instead of https://prolink.intuit.com), they'll be able to get into the old portal (because their account credentials are the same for all Intuit products) but see that there's nothing to do.  Same if they have multiple Intuit accounts and log in with an email address that's different from the one used with your invite since Intuit links your account with your client's based on the email address you use in the invite and contingent on them clicking on the hyperlink in your invite, which contains a token, to accept the linkage.

Hope this makes sense.

[jennatax]

Thank you! That's very helpful.

[cakeen]

Just piggybacking on this as I am having clients with the same issue. 

How are we able to resend so the proper link is viewable.  I assume we cannot simply tell them to go to https://prolink.intuit.com?

[itonewbie]

@cakeen You may want to re-read my last response to better understand how the invitation process works and how your client is linked to your account by accepting the invitation with a token.  So long as they have already accepted your invite, they can directly log in by visiting prolink.intuit.com.

If you would like to resend the invite to the same email address (regardless of whether a client has already accepted your invite), you can follow the process outlined below -

1. Click on Intuit Link on the left panel;
2. On the row for the client to whom you would like to resend the invite, check that you have the correct email address for that client;
3. Click on the dropdown under Action and select Resend invite;
4. Edit the message as you see fit; and
5. Hit the button for Publish and send email.

If you need to resend the invite to a different email address of the client, you will need to send a brand new invitation.  You and your client, however, will lose access to everything that is already in that client's Intuit Link.  Here's the process to follow -

1. Update your client's email address on the Client dashboard;
2. Click on Intuit Link on the left panel;
3. On the row for the client to whom you would like to resend the invite, check that you have the correct email address for that client;
4. Click on the dropdown under Action and select Delete;
5. In the popup that warns whether you are sure you want to delete that client's invite, click Yes, delete request; and
6. On the next screen, click on the button Create new request.