A joint user is someone you authorise, such as a carer, partner or trusted family member, to access your Client Portal alongside you.
Joint users see the same case as you: they can view updates, track your packages' progress, upload documents, answer information requests and request updates. They have their own User ID, password and email address, and logging in with their User ID and password finishes with a code emailed to them, just like yours.
Only the main account holder can add or remove joint users. A joint user can't add joint users of their own.
Adding a joint user
On mobile and tablets: Tap the menu icon (≡) next to your name at the top left, tap your name at the top of the menu, then tap 'Manage account'. Make sure the 'Account' tab is selected, then scroll to 'Joint users'.
On desktop: Press your name at the top of the sidebar on the left, then press 'Manage account'. Make sure 'Account' is selected, then scroll to 'Joint users'.
- Press 'Add'
- Enter their first name, last name, email address (twice) and UK mobile number, then press 'Next'
- Choose a User ID for them of at least 9 characters, press 'Check availability', and when you see 'User ID is available!', press 'Next'
- Enter a temporary password and confirm it
- Press 'Create user'
The portal doesn't send these details to your joint user, so give them their User ID and temporary password yourself.
Your joint user's first log in
- They go to the log in page, enter their User ID and temporary password, and press 'Log in'
- On 'Set Your Password', they enter a new password, confirm it, and press 'Continue'
- On 'Secure Your Account', they press 'Send Verification Code', enter the 6-digit code emailed to them, and press 'Complete Setup'
- They press 'Continue to Login', then log in with their User ID and new password, and enter the code emailed to them
Removing a joint user
- On the 'Account' tab, scroll to 'Joint users'
- Press 'Delete' next to the joint user you want to remove. You can also press 'Manage joint users' and do it from there
- Check the details, then press 'Confirm deletion'
This can't be undone. Once removed, they can no longer access your portal.
If you have any questions or concerns, email us at [email protected].
