🔑 Client Forgot Their Password

Updated July 2026

If a client simply can't remember their password, they can reset it themselves — no action is needed from you as a Firm User.

Direct the client to follow the steps in 🔐 Resetting Your Password as a Client User, where they'll:

1. Go to https://use.clienthub.app/
2. Select Forgot password?
3. Enter the email address they use to sign in to Client Hub
4. Select Get Reset Link and follow the instructions in the email they receive

💡 Tip: If the client says they never received the reset email, have them check their spam/junk folder for a message from noreply@clienthub.email. The reset can be completed from a mobile browser — after logging in, they may be prompted to continue in the Client Hub app, which is expected.

📧 Changing a Client User's Login Email Address

If a client needs to log in with a different email address, this isn't a self-serve change — it requires a Firm User to remove and reinvite the client user.

🛠 Steps to Update a Client User's Email Address

1. Have the client log out. Ask the client to log out of Client Hub on both their browser and mobile app.

🔐 Make sure they use the Log Out option from their profile — not just close the browser tab or app.

2. Remove the Client User.

• Go to the Client Details tab.
• In the Client Users section, locate the user's name.
• Click More… on the user's row.
• Select Remove to remove the current user.

3. Reinvite the User with the New Email Address.

• Click Add Client User (top right).
• Enter the new email address and send the invite.

4. Client Accepts the New Invite.

• The client should open the invite in a web browser first.
• Once accepted, they can log into the mobile app using their new email.

🪪 Changing a Client User's Name

Client user names are tied to their login record and cannot currently be changed directly within Client Hub. If a client's legal name has changed (for example, due to marriage or a court-ordered change), follow the same remove-and-reinvite process:

✏️ Steps to Update a Client User's Name

1. Go to the Client Details tab.
2. Locate the user's name and click More….
3. Select Remove to remove the current user.
4. Click Add Client User and enter their new legal name and email address.
5. Send the invite.

👉 Note: Name changes are only permitted for legal reasons (such as marriage or a court-ordered name change).

❗ Still Having Trouble?

• Reset links expire after a short time — if a client waited too long, have them request a new one from the sign-in page.
• Try a hard refresh to clear browser cache: Windows: Ctrl + Shift + R, Mac: Command + Shift + R.
• Each invite link is unique to the user and should not be shared with others.
• If issues persist, contact support at support@clienthub.app.

📌 Related Articles:

• 🔐 Resetting Your Password as a Client User
• ✉️ Inviting Client Users to a Workspace
• 👥 How to Add a Client User to Another Workspace