Magic login links let customers access their Customer Portal without entering a code or password. Customers receive the magic login link directly in their email, and and you can a link to use from the Skio dashboard when needed.
If you can't generate or use a Magic login link for a customer, one of the issues below is usually the cause.
The customer doesn't have a valid email address on file
Magic login links are sent by email, so the customer needs a valid email address saved in their profile in order to receive one.
If you've confirmed the customer's correct email address, update it in Skio:
Go to Subscribers > Customers
Open the customer's profile
In the Contact section, click Edit to update the customer's email address
If the customer has a phone number on file, they can still use the standard login flow by entering their email or phone number and using the 4-digit login code sent to them. However, the Magic login link itself is sent by email.
The Magic login link expired
Magic login links expire after 10 minutes for security purposes.
Ask the customer to request a new login email, or generate a new Magic login link from the Skio Dashboard. If the customer may not open the link right away, use a Portal link instead. Portal links do not expire and take the customer to the login page for standard access.
A Portal link is a better fit
Magic links are best when the customer will open the link immediately. If you're sending a link in an email or support reply and the customer may not click it right away, the Magic login link may expire before they use it.
Use a Portal link instead of a Magic login link when:
You're sending the link manually
There may be a delay before the customer opens it
You want a non-expiring option
Portal links do not expire and still give the customer access to the same portal after they complete a standard login.
You're trying to generate the link from the wrong place
You can manually generate a Magic login link from two places in the Skio Dashboard:
Subscribers > Subscriptions
Open the customer's subscription and click Magic link under Actions
Subscribers > Customers
Open the customer's profile and click Magic login under Actions
The customer should use the standard login flow instead
Customers do not need a Magic login link to access their portal. When they log in, they can enter their email or phone number and receive a 4-digit login code. That same email also includes the Magic login link. If a phone number is on file, the 4-digit code is sent by both email and SMS.
Direct the customer to the login page and ask them to:
Enter their email or phone number
Use the 4-digit login code they receive
Log in through the standard flow
This is especially useful if the Magic link expired or if the customer is having trouble opening a time-sensitive link.