What should I do if my customer receives an "Account Not Found" error in the Customer Portal?

Last updated: August 25, 2025

If your customers are receiving an "Account not found" error when trying to access the Customer Portal, here are the steps to resolve the issue:

Common Causes & Solutions

  1. Email Address Verification - Ensure customers are logging in with the same email address that was used to invite them to the portal.

  2. Portal Invitation - Verify that the customer has been properly invited to the portal. To do this:

    • Navigate to the Accounts Page

    • Select the relevant customer account

    • Click the Customer Portal tab

    • Check if the user is listed as an invited portal user (Member or Admin)

  3. Portal Access Enabled - Confirm that Customer Portal has been enabled for your account in Settings > Customer Portal.

If customers continue to receive the "Account not found" error after verifying these steps, ensure there is a Domain listed in the Account in Pylon.

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