🔑 Managing a Client's Login: Password, Email & Name Changes

Last Updated: August 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.

If they just need to get back into their account and don't need to change their password, they can also try logging in with a Magic Link instead — see 🔐 Logging In with a Magic Link (Passwordless Login).

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.

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📧 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.

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🪪 Changing a Client User's Name

Client users can update their own name at any time from My Account. This updates their profile across most of Client Hub, but it does not update how the name displays in Messages — see 🔐 Notes on Visibility in ✏️ Update Client User First and Last Name for more on that.

If a different person is now the actual point of contact — for example, someone taking over for a colleague who has left the client company — remove the existing client user and invite the new person under their own name and email, rather than relabeling the old account. This keeps an accurate record of who actually responded to each message, which matters when a generic or shared email address gets passed along to a new person.

✏️ Steps to Remove and Reinvite a Client User

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 the new name and email address.
5. Send the invite.

👉 Note: Reserve this remove-and-reinvite process for cases where the person actually responding has changed, or where a name update needs to display correctly in Messages — not as a routine substitute for the My Account update.

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❗ 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
• ✏️ Update Client User First and Last Name