Why is my client still unable to access Clerky products?

If someone at your client reports that they’re unable to access Clerky products, you can:

1. Check that your client’s team has access to the products
2. Check that your client’s staff member has been added to the team
3. Check that your client’s staff member has accepted the invitation to become a collaborator
4. Check that your client’s staff member is logged in with the correct email address
5. Check that your client’s staff member knows where to find the product

Check that your client’s team has access to the products

To check that your client’s team has access to our products, click Manage to open your workspace manager. Then click Teams in the sub-navigation bar to access the teams in your workspace, and select the team whose product access you’d like to check. Select Templates to view the templates available to that team.

If you find that your client's team doesn't have access to products that they need, you can follow the instructions in How do I give a client's team access to a specific Clerky product?. You can also give your client's team access to a group of products by following the instructions in How do I add a client's team to a group of Clerky products?.

Check that your client’s staff member has been added to the team

To check if your client’s staff member has been added to your client’s team, click Manage to open your workspace manager. Then click Teams in the sub-navigation bar to access the teams in your workspace, and select the team. You’ll see a list of collaborators for that team.

If the person hasn’t been added to the team, follow the instructions at How do I add a new collaborator to a team? to add them to the team. You can view the collaborators you’ve added as well as outstanding invitations to join a team under the Collaborators section of your workspace. 

Once someone has accepted your invitation to join a team, they’ll be able to see the products you’ve given them access to.

Check that your client’s staff member has accepted the invitation to become a collaborator

If you’ve invited a client’s staff member to become a collaborator on a team, they may have overlooked or not yet accepted your invitation. To see if someone has accepted your invitation, click Manage to open your workspace manager. Then click Teams in the sub-navigation bar to access the teams in your workspace, and select the team. You’ll see a list of collaborators for that team. If needed, you can resend someone an invitation to join the team by opening the More (···) menu and selecting Resend.

The person you invited can accept the invitation to become a collaborator. They will then be able to see the product in their list of templates.

Check that your client’s staff member is logged in with the correct email address

Your client’s staff member may be logged in with another email address that isn’t associated with your client’s team. In this case, your client’s staff member should log out and log back in with the email address you entered when you added them as a collaborator. 

Check that your client’s staff member knows where to find the product

All external collaborators on your client’s team will have access to the products you’ve added for them in their list of templates. To navigate to their list of templates, your client’s staff members can follow the instructions below.

How your client’s staff member can access their list of templates

1. After logging in to their Clerky account, the person who works for your client can click Templates in the main navigation bar.

2. The person who works for your client will then see a list of all the templates they have access to.