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. Clients never see it.
Path: Settings → Modules → Care Settings → Client Portal → Sign In Log
• Your user must be an organization administrator.
• Your organization must have the Care module.
If you are not an admin, ask an administrator at your center to open the log, or check the client’s phone number and date of birth on their client record yourself.
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. It is also not under the top-level Logs section.
Under Modules, select Care Settings (the row with the > on the right).
The sidebar switches to Care Settings. You are now inside Care module settings.
In the Care settings sidebar, find the Client Portal section.
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.
• Missing Sign In Log because the account is not an organization administrator (admin-only).
The log lists recent client portal sign-in attempts, one row per attempt:
• Time
• Step — Authenticate (phone / code send) or Verify (code + date of birth)
• Outcome — success or failure
• Submitted — name and date of birth entered on the verify step (when available)
• Phone — masked number used
• Reason — a short label such as No matching client, Invalid verification code, Multiple matching clients, SMS rate limited, or Verification approved
Click anywhere on a row (or the expand arrow on the left) to open details. The expanded row can include:
• Reason — the same reason label shown in the row
• Internal message — additional detail recorded for staff only
• Client saw — the exact message the client saw on their screen for that attempt
• Support details — the verification ID when one was generated (useful if you contact CoolFocus support)
Sections with no data are left out of the expanded view.
• Filter by Failure when you only want problems.
• Filter by Verify when the client got a code but could not finish sign-in after entering code and date of birth.
• A summary line above the grid (for example, “Showing failed attempts”) confirms which filters are active.
• Use Refresh above the grid to reload while you are on the phone with a client.
• Use Previous and Next below the grid when there are more rows than one page.
1. Get the client’s phone number and approximate time of the attempt.
2. Open Sign In Log, find the matching row, and expand it.
3. Read Reason and Client saw.
4. Fix what the reason points to, then have the client try again with a new code if needed.
• No matching client — The phone number they entered does not match any client record. Update the phone on the correct client record, or confirm they are using the number on file.
• Invalid verification code — Wrong or expired code, or an older code after a newer one was sent. Have them request a new code and use only the latest text.
• Multiple matching clients — More than one client record matches. Check for duplicate client records and clean up phone numbers so only the right person matches.
• SMS rate limited / SMS send failed / SMS unavailable — Too many code requests in a short time, or a temporary texting problem. Wait a few minutes, then try once more. If it keeps failing, contact CoolFocus support.
• Verification approved — They signed in successfully. No fix needed for that attempt.
Also confirm on the client record:
• Phone number is current and typed the same way the client will enter it
• Date of birth is correct
• For Spanish portal language, clients enter date of birth as day/month/year; English uses month/day/year
Full client login flow: Client Portal Login.
• Client Portal Login
• Client Records and History
• The Client Portal: Sharing information with your Clients
