Use Sign In Log when a client cannot finish Client Portal login and you need to see what CoolFocus recorded for their phone and date-of-birth attempts.
This page is for organization administrators. It is not on the client-facing portal.
Your user must be an organization administrator (admin).
Your organization must have the Care module.
Non-admins should ask an administrator at the center to open the log or verify the client's phone and date of birth on the client record.
Select Settings (gear). The left menu title is Settings.
On the first Settings screen you will see sections such as:
General Settings — Organization Settings, Plan & Billing, Sidebar Layout
Modules — Care Settings (with a > arrow), Give Settings, Serve Settings, Scheduler Settings, and others
Logs — Delete History, Notification Audit
Sign In Log is not on this first screen. That is expected.
Under Modules, click Care Settings (the row with the > on the right).
The sidebar switches to Care Settings. You are now inside the Care module settings area.
In the Care settings sidebar, find the Client Portal section (same style as Logs on the home screen — a section heading with links under it).
Under Client Portal, you may also see General, Booking Widget, and Online Booking. Choose Sign In Log.
The page breadcrumb reads: Settings → Client Portal → Sign In Log.
Path in short: Settings → Modules → Care Settings → Client Portal → Sign In Log.
Looking for Sign In Log on the main Settings home (under Logs or General Settings) — it only appears after you open Care Settings.
Expecting a top-level menu named Care Settings before Modules — Care Settings is a Modules row, not its own section on the home screen.
Missing Sign In Log because the account is not an organization administrator (admin-only).
The log lists recent client portal sign-in attempts as a compact table with one row per attempt:
Time
Step — Authenticate (phone / code) or Verify (code + date of birth)
Outcome — success or failure
Submitted — name and date of birth entered on the verify step
Phone — masked number used
Reason — a short label such as No matching client, Invalid verification code, or Multiple matching clients
Click anywhere on a row (or the expand arrow on the left) to open its details. The expanded row can include:
Reason — the same reason label shown in the row
Internal message — additional detail recorded for the attempt, for staff only
Client saw — the exact message the client saw on their screen for that attempt
Support details — the verification SID, when one was generated, useful if you need to reference the attempt with support
Sections with no data (for example, an attempt with no internal message) are left out of the expanded view.
Filter by Failure and Verify when a client sees "we were unable to sign you in" after entering their code and date of birth. A summary line above the grid (for example, "Showing failed attempts" or "Showing failed authenticate attempts") confirms which filters are active.
Use the Refresh button above the grid to reload the log without leaving the page, useful while you are working through an issue with a client on the phone.
The log loads a page of results at a time. Use the Previous and Next buttons below the grid to move between pages when there are more rows than fit on one page.
Get the client's phone number and approximate time of the attempt.
Find the matching row in Sign In Log and click it to expand the details.
Use Reason and Client saw to decide what to fix on the client record (phone, date of birth, or have them request a new code) and to know exactly what the client was told.
See Client Portal Login for the full client flow and staff checklist.
