Some users unable to access Client Portal

Update timeline

1. investigating Jan 26, 2026, 05:43 PM UTC

   We are investigating reports that some users are unable to access engagement letters or other areas of the Client Portal due to a persistent loading spinner preventing pages from loading. Our team is actively working to identify the root cause and assess impact.

2. identified Jan 26, 2026, 06:52 PM UTC

   The issue has been identified and we are working on a solution. If you see a loading screen that does not progress after signing in, this may be caused by having the portal open in multiple tabs. To resolve this: • Close any other open tabs • In your browser’s address bar, remove everything after /client-portal and reload the page or • If you are accessing via a Secure Link, update the URL to end in /client-portal/secureLink and reload If the issue persists, logging out and signing back in (or opening the link in a new/private browser window) should restore access.

3. resolved Jan 27, 2026, 03:26 PM UTC

   A fix has been deployed to resolve the behavior that caused pages to remain stuck loading when accessing your engagement. Since the update, we have not seen the error recur. We updated the experience so it’s clearer how to proceed when opening the engagement link from an email. If you’re already signed in, you’ll now be guided to either continue using the email link or sign in again for full access.