WHAT IS GOING ON WITH INTUIT LINK? RECURRING CLIENTS CANT GET IN. USER SIGN ON ISSUES

[emboywondr]

What is going on?  Two of my RECURRING clients are having difficulty signing into their link after receiving my tax notice emails.  They've been my client for years without any issue every year I send my normal notice from link.

For the first client,  I had to add their phone number and they used it to sign into their profile. A password reset did not work. This was never an issue in prior years.

For the 2nd client, he responded to my link email and tried to sign in with his normal email that's on his profile. He received the following message on the screen from Link with zero To Do's shown even though I sent him his normal list of items straight from the Link page:

"HELLO THERE!  YOU'VE FOUND INTUIT LINK. AS A TAXPAYER, YOU'LL BE ABLE TO EASILY GATHER AND SHARE YOUR TAX DOCUMENTS WITH YOUR ACCOUNTANT.  BUT YOU'LL NEED TO ASK YOUR TAX ACCOUNTANT TO INVITE YOU.  IF YOU'VE ALREADY BEEN INVITED THEN SIGN OUT AND SIGN IN WITH THE EMAIL ADDRESS YOUR ACCOUNTANT USED TO INVITE YOU.   YOU ARE CURRENTLY SIGNED IN AS user7hcsavl55fn00i."

Program fees go outrageously up (increased 40% since 2020).  Our clients should not have to deal with issues like this.

[IntuitGabi]

Hi @emboywondr, 
I understand this can be frustrating. Let me know in the replies below what product you're using since that will change the process. 
Sometimes users have multiple IDs and they aren't synced with the ID in your system. Some options when this happens: 
-Try uninviting and inviting, or deleting the request and creating a new request. 
-You can have your client create a new profile before you delete and invite them again. 
-You can also ask them to use a different email to create a new account. 
-If a new email isn't an option, they should to contact the number for your product to get an account and password reset on our end. 

Keep me updated in the replies on what has worked or not. 

[emboywondr]

Too late.  Lost the client due to this mess.