Why can a customer have a portal role but still be unable to log into the Customer Portal?

If a customer can receive a Customer Portal login code but still cannot access the portal, first confirm that the contact is associated with an account in Pylon. A portal role such as Member or Admin is not enough by itself.

The contact must either already belong to an account or be matched to an existing account during login. If no matching account exists, the login cannot complete.

What to check

1. Confirm the customer is logging in with the same email address that should have portal access.

2. Open the contact and verify it is associated with the correct account.

3. Verify the account has the correct domain listed so domain-based matching can work.

4. Confirm Customer Portal is enabled and the contact has the intended portal role.

Resolution

If the contact has no account, create or select the correct account and then associate the contact with it. If you create contacts through the API, create the account first and then include that account when creating the contact.

Automatic contact creation on login can create the contact and match it to an existing account by email domain. If there is no corresponding account to match, the user still cannot log in until an account association exists.