Use this when a client opens the portal or review and finds an empty project, no cut, or no download.
Quick checklist
- Invite status is Active (not stuck on Sent). Resend invite if needed. See Client portal.
- They are on the right company and project. For View own, they only see projects where they are the Contact, plus any extra projects you ticked.
- The cut is not still Internal review. Only that work state stays hidden in the portal. Use Send to client (or move the work state out of Internal) — Clippter does not email the client; copy the portal link and send it yourself. See Video review.
- Agency Preview portal can show earlier than a real client login. Preview is not proof the client can see it. Use Copy client project link on the project (or Copy video review link on one deliverable).
- Tabs for Overview, Review, Media, and so on are turned on for that company / project.
- Downloads: workspace or project payment rules may block files even when review is visible. See Downloads and payments.
Invite stuck on Sent
Sent means the mail went out but they have not activated. Ask them to open the invitation, set a password on Activate your account, then sign in. Check spam and that the contact email matches the address they use.
Internal review vs client cut
Internal review stays on the agency side. Every other work state is visible in the client portal. Guest /share/... links always play the shared cut regardless of work state — that path is separate from the portal.
Guest link vs portal
If you sent a /share/... link, that is not the signed-in portal. See Guest share vs portal.