Client Portal Login and Password Reset Guide for Existing Clients

The Zanda Client Portal provides your clients with a secure, convenient online experience where they can manage appointments, submit forms, pay invoices, join your practice waitlist and stay connected with your practice.
This guide helps you understand how clients log in, how they reset or update their password, and how your team can configure portal access settings to ensure a smooth, frustration-free experience.

For Clients: Logging In to the Client Portal

What Clients Can Do After Logging In

Once authenticated, clients can (based on your portal settings):

Book new appointments and classes
View and manage upcoming appointments
Complete intake and consent forms, and update their personal details, depending on your settings
Download previously submitted forms
View invoices and make online payments
Join telehealth sessions
Join your waitlist

Having all of these tools in one place reduces administrative overhead and gives clients control over their own experience.

How Clients Log In

Step 1: Open the Login Page

Clients can access the login screen by:

Following the Client Portal link you provide in emails or on your website
Clicking Log in at the top of your Client Portal, or
Selecting any portal feature that requires login (e.g., “Book Appointment,” “Book Class")

This flexibility ensures clients can reach the login flow naturally as part of their activity.

Step 2: Enter Email and Password

Your client must enter:

Email address — this must match what your practice has stored in their profile
Password — created during previous login or via password reset

Clients can also select Remember me:

Checked → stays logged in for up to 14 days
Unchecked → logged out automatically when closing the browser

Step 3: Log In

After entering credentials, clicking Log in unlocks access to all their available features.

Security Behaviors Clients Should Know

Failed Login Attempts

For security, Zanda automatically protects against repeated incorrect logins:

Clients have 3 attempts
After 3 incorrect attempts, the account is locked for 5 minutes
They will see:
“Maximum number of attempts exceeded, please try again in X minute(s).”

This prevents unauthorized access and protects client information.

If a Client Gets Locked Out

Clients simply need to:

Wait the required time
Try logging in again with the correct password
Use password reset if unsure

No manual unlocking from admins is required.

For Clients: Resetting Their Password

Clients can reset their password at any time, whether they are logging in for the first time or have simply forgotten it.

Zanda provides two password reset options:

Self-service password reset (most common)
Password reset link sent by the clinic

Both include multi-factor verification (via SMS or email) for security.

Option 1: Self-Service Password Reset

This is the easiest and fastest way for clients to create or replace a password.

Step 1: Start the Reset Process

At the login screen, clients click: “Click here to reset your password.”

Step 2: Enter Personal Details

Clients must enter:

First Name
Last Name
Email address (must match your records)
Mobile number (if SMS verification enabled)
New password + confirmation

A password strength indicator helps clients create a secure password.

Why this matters:
These details ensure the correct client is verified and prevent unauthorized resets.

Step 3: Request Verification Code

After entering details, clients click Get verification code.

They’ll receive the code via:

SMS, if your practice uses SMS verification
Email, if set to email verification

Tip: Tell clients to check spam/junk folders if they don’t see the email immediately.

Step 4: Verify and Log In

To finish:

Copy the verification code from the email or SMS you received from your practice
Type the verification code into the portal
Click Register
Automatically log in with their new password

No additional login step is required.

Option 2: Password Reset Link (Sent by the Clinic)

Clinics may also send a reset link to clients who are having difficulty. Here's how this can be done:

Find and open the client's profile > Admin > Manage
Click the 'Send Password Reset Link' button
Confirm the action

What Clients Need to Know:

The link arrives via email which is saved in their client profile > Details page.
It opens the portal directly to the password reset screen
The link is time-limited for security
If it expired, clients can request a new link or use the self-service option
The client will enter the new password, and confirm it
Click the 'Get Verification Code' button
Receive the verification code as instructed
Enter the code and click 'Reset Password'

Once they set their new password and verify with a code, they’ll be logged straight in.

For Practice Administrators: Configuring Client Portal Access

This section explains how your practice controls who can access the portal, how clients verify their identity, and what clients can do once they log in.

Where to Configure

Go to: Settings > Client Portal > Access and Settings. All portal access controls are managed from this page.

1. Allow New Clients to Register

Controls whether brand-new clients (not yet in your system) can create accounts.

Both new and existing clients can log in
Clients see Register and Log In
Useful for practices accepting new clients

OFF

Only existing clients can access the portal
New visitors see:
“This portal is only available for existing clients.”
Registration button is greyed out

Use this when:
You do not want new clients creating profiles without an intake process.

2. Require Clients to Log In Before Viewing Services

Controls whether clients need to log in before browsing availability or services.

ON (Recommended for privacy)

Clients must log in before seeing services, prices, or availability
Ideal for sensitive services, private clinics, or specialty practices

OFF

Clients can browse without logging in
They must log in only when they’re ready to book

Important Note: If you disable "Allow New Clients to Register," Zanda automatically enables the 'Require Clients to Register/Log in First' setting to prevent new visitors from accessing your portal.

3. Verification Method (SMS or Email)

Determines how clients receive verification codes during registration and password resets.

SMS Verification

Requires valid client mobile numbers
Faster and more secure
Ideal for highly identity-sensitive practices

Email Verification

Uses the client's stored email
Works even without a mobile number
Most flexible option

Automatic Fallback

If SMS is unavailable, Zanda automatically switches to email.

4. Portal Access Features

You decide what clients can do after logging in:

Accept Online Bookings
Show Invoices Page
Show Forms Page
Show Upcoming Appointments
Accept Waitlist Requests

Important:
At least one of these must be enabled for the portal to be useful.

Common Scenarios & How to Handle Them

1. Existing Client Logging In for the First Time

If a client has never created a portal password:

They click Log in
Then click reset your password
Enter their details
Create a password
Receive a verification code
Log in automatically

👍 This process replaces the need for clinics to manually issue passwords.

2. Client Forgot Their Password

Same as above — the self-service reset handles it quickly.

👍 Encourage clients to reset rather than guess, to avoid lockouts.

3. Client Locked Out After Too Many Attempts

Clients must:

Wait 5 minutes
Try again or reset their password

👍 No action from staff is needed.

4. Portal Should Be Available Only to Existing Clients

Set Allow New Clients to Register = OFF.

👍Zanda automatically restricts access appropriately.