Clients sign in to the Client Portal with their phone number, a one-time text code, and their date of birth. No name is required at login.
Organization administrators turn the portal on or off from:
Settings → Modules → Care Settings → Client Portal → General
Find the Enable Client Portal toggle at the top of that page.
• When the toggle is on, clients can sign in and see anything your team has shared: messages, results, files, appointments, documents, and education content.
• When the toggle is off, clients cannot sign in. They see a message telling them the portal is unavailable and to contact your center.
• Turning the portal off does not delete anything. Messages, shared results, and files stay on the client's record and reappear in the portal as soon as you turn it back on.
1. Go to Settings → Modules → Care Settings → Client Portal → General.
2. Turn the Enable Client Portal toggle back on.
3. Save your changes.
Clients can sign in again right away with the phone number, one-time code, and date of birth described below. You do not need to send a new invite or secured message. Everything your team shared before the portal was disabled is still there.
If a client says they still cannot sign in after you re-enable the portal, check the phone number and date of birth on their client record, or open Sign In Log (see below).
1. Phone number. The client enters their phone number on the portal login page.
2. One-time code. If that phone matches a client record at your center, CoolFocus texts a one-time verification code and opens the verification page.
3. Date of birth. The client enters the code and their date of birth. This confirms identity when more than one person shares a phone number (for example, a household phone).
4. Signed in. When the code and date of birth match a client record for that phone, they are signed in and taken to their portal home (or the form, booking link, or secured message they opened).
• English (and most other languages): month/day/year (for example, 12/31/1990 for December 31, 1990).
• Spanish: day/month/year (for example, 31/12/1990 for December 31, 1990).
If the date is not a real calendar date for that order, CoolFocus shows Please enter a valid date of birth instead of guessing a nearby date. The client should check day/month order and try again.
If the code or date of birth does not match, the client may see a message like:
We were not able to sign you in with the information provided. Please contact your center for assistance.
Check the following on the client record:
• Phone number on file is correct and matches what the client is typing.
• Date of birth on file is correct.
• Date of birth order matches the portal language (Spanish = day first; English = month first).
• They are using the latest code. Codes expire quickly, and requesting a new code invalidates older ones.
• No name matching is used at login, so name spelling cannot cause a failure.
If none of the above explains it, confirm the Enable Client Portal toggle is still on at Settings → Modules → Care Settings → Client Portal → General. A disabled portal blocks every client, not just one.
Organization administrators can open a detailed attempt log:
Settings → Modules → Care Settings → Client Portal → Sign In Log
There you can see each attempt's time, step, outcome, masked phone, and reason (for example, no matching client, invalid code, or SMS rate limited), plus what the client saw on screen.
Full guide: Client Portal Sign In Log.
Staff who are not admins can still fix phone and date of birth on the client record. See Client Records and History.
If the client still cannot log in after the record, toggle, and log look correct, contact CoolFocus support.
Once signed in, clients may see photos and videos:
• Secured messages: images and short videos staff attached to a secured message appear in the message thread.
• Visit files: shared visit files (for example ultrasound video) appear with Images, Videos, and Documents for that visit.
Administrators can set a Welcome Message clients see on the portal home after login:
Settings → Modules → Care Settings → Client Portal → General → Welcome Message
• Rich text formatting is supported (bold, italics, links, and similar).
• Limit is 2,000 characters.
• Existing plain-text welcome messages still load, including line breaks.
Administrators can also set a Portal Logo and Portal Title on the same General page. If no Portal Logo is set, the organization logo is used.
• Client Portal Sign In Log
• Client Records and History
• The Client Portal: Sharing information with your Clients
• Customizing the Client Portal Welcome Message
