Troubleshooting Family Portal Onboarding Emails

Issue:

The onboarding email for the Family Portal is not sending an 8-page PDF with instructions.

Solution:

1. Check email notification settings

• Ensure the “Send an email notification when a client is onboarded” checkbox is selected in your settings.
• The email is sent after the client logs in for the first time and their status is set to Active.

2. Verify email template and content

• The onboarding email template does not support PDF attachments.
• You can include hyperlinks to resources in the email.
• To provide detailed instructions, link to a current Knowledge Base article instead of attaching a PDF. For example, use the article Family Portal Overview.