What to do if a client misplaces their Welcome Package link or portal invite

It happens. A client signed up, got the welcome email, then lost it in their inbox. Or they thought they’d come back to it later and never did. Or they forgot which email address they used. Here’s how to fix any of those in under a minute.

Resending the Welcome Package link

If the client got the original Welcome Package email but lost the link:

1. Open the client’s record in your CRM
2. Go to the Welcome Packages tab in their folder
3. Click the resend option next to the Welcome Package you originally sent

The client gets a fresh email with the link to complete their package. Same package, same link, just resent.

Resending the portal invitation

If the client lost their login details and can’t get into their portal at all:

1. Open the client’s record in your CRM
2. Look for the option to resend the portal invitation
3. Click it

The client gets a fresh email with their login details. They can use the same email and reset their password if needed.

Sending a brand new Welcome Package

Sometimes you don’t want to resend the same one. You want to send a different Welcome Package entirely. Maybe their original intake answers are outdated. Maybe you want them to sign a new agreement. Maybe they’re moving into a new phase with you.

In that case:

1. Open the client’s record
2. Pick a new Welcome Package from your library (or build one fresh, see “How to create different Welcome Packages for different client types”)
3. Send it the same way you’d send to a new client

Their existing client history, notes, goals, and tools all stay intact. The new Welcome Package just adds a fresh layer of context.

Troubleshooting common issues

Client says they didn’t get the email at all. Ask them to check spam. If it’s not there, send them the whitelist instructions so future LCH emails come through cleanly. Then resend.

Client signed in but the Welcome Package isn’t showing. Have them check the Documents tab of their Coaching Pad. That’s where their Welcome Package lives once they’re in the portal.

You see they signed the agreement but didn’t fill in the intake. If a client signed the agreement but hasn’t finished the intake, they can pick it back up anytime. They log in at the usual login page with the password they already set, open their Welcome Package in the Documents tab of their Coaching Pad, and complete the rest. If they can’t find the original email or can’t log in, go to their record and hit Resend on their Welcome Package. This resends the email to view and complete the Welcome Package.

Final takeaway

None of this is dramatic. Clients losing emails is normal. LCH gives you one-click ways to resend so you don’t have to dig through your sent mail or chase support. Keep moving.

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