Customer Can't Access Their Customer Portal Account

Cause(s):

The customer is trying to log in via the Pinch Merchant Portal (app.getpinch.com.au) instead of the Customer Portal.
The customer does not remember their password.
The customer has not completed their invitation.

Resolution Steps:

Confirm the customer is using the correct login URL
- Ask the customer to visit customer.getpinch.com.au
- Remind them that the Customer Portal is separate from the Pinch Merchant Portal
If they don't know their password:
- Instruct them to click "Forgot your password?" on customer.getpinch.com.au and follow the steps to reset it
If they still can't access their account:
- From your Pinch Merchant Portal, go to the Customers tab
- Find the customer and click into their profile
- Issue a fresh invitation by clicking send customer portal invitation.
If none of the above resolves the issue:
- Contact Pinch Support for further investigation

When to contact support:

You've confirmed the customer is using the correct URL, reset their password, and resent the invite—but they still can't access their portal

If a customer reports being unable to access their Customer Portal, it's often because they are trying to log in through the wrong page. This article walks you through how to assist them.