Datto Autotask PSA: Error: "Incorrect user name or password" when submitting a ticket

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Issue

When you try to submit a ticket directly to Autotask Support by hovering over Livelinks → Submit / Review Ticket via the Client Portal in the top right corner of Autotask, you receive the error message, "Incorrect user name or password." When you try to reset your password, you see the error message, "User name is invalid."

Environment

  • Datto Autotask PSA

Cause

  • The username you entered is incorrect.
  • The Client Portal is not active for your contact.

Resolution

To verify your username, contact your Autotask Champion or Autotask Support.

To activate your Client Portal, ask your Autotask Champion to perform the following steps:

1. Log in to https://datto.ITClientPortal.com/.

mceclip0.pngFigure 1: Client Portal Login

2. In the top menu, click Manage → Users, as shown in Figure 2.

mceclip1.pngFigure 2: Manage → Users (click to enlarge)

3. Find the desired user's name and click the Activate button.

mceclip2.pngFigure 3: Manage → Users (click to enlarge)

4. On the Edit Contact card, go to the Client Portal tab and check the Activate Client Portal box illustrated in Figure 3. Your email address will automatically populate as your user name to ensure that it is unique.

mceclip3.pngFigure 4: Client Portal → Activate Client Portal (click to enlarge)

5. Choose a security level, then click Save and Close. You will receive a welcome email with your username, password, and login URL.

Additional Resources


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