---
title: "Why can't I generate a Magic login link for a customer in Skio?"
slug: "why-can-t-i-generate-a-magic-login-link-for-a-customer-in-skio"
updated: 2026-04-24T18:06:51Z
published: 2026-04-24T18:06:51Z
canonical: "help.skio.com/why-can-t-i-generate-a-magic-login-link-for-a-customer-in-skio"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.skio.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why can't I generate a Magic login link for a customer in Skio?

[Magic login links](/help/docs/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:

1. Go to **Subscribers** > **Customers**
2. Open the customer's profile
3. In the Contact section, click **Edit** to update the customer's email address

> [!NOTE]
> 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](/help/docs/magic-login-links#whats-the-difference-between-the-portal-link-and-magic-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](/help/docs/onboarding-for-cx-teams#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

> [!NOTE]
> 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

![](https://cdn.us.document360.io/a953bba6-c70d-43ce-bc77-d7f32a8fc514/Images/Documentation/CleanShot 2026-04-24 at 14.03.51.png)

### Subscribers > Customers

Open the customer's profile and click Magic login under Actions

![](https://cdn.us.document360.io/a953bba6-c70d-43ce-bc77-d7f32a8fc514/Images/Documentation/CleanShot 2026-04-24 at 14.03.19.png)

## 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:

1. Enter their email or phone number
2. Use the 4-digit login code they receive
3. 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.

The Customer Portal is an interface that allows subscribers to manage their subscriptions, including options to pause, modify, or cancel their subscription plans.