How to Log In, Reset Password, and Manage your Verifile Client Portal Account

TABLE OF CONTENTS

• 1. How to Log In to the Client Portal
• 2. If You’ve Forgotten Your Password
  • How to reset it
  • If the reset email doesn’t arrive
• 3. Using Single Sign-On (SSO)
  • If your organisation uses SSO
  • Common SSO issues
• 4. Reissuing Your Login Details
  • What we may need from you
• 5. Changing Your Email Address for the Client Portal
  • Who can request this
  • What happens when it’s updated
• 6. Fixing the “Email Address Failure” Error
  • Possible reasons
  • How to fix it
• 7. Updating Your Organisation’s Company Name
  • What’s usually required
  • What we update
• 8. When to Contact Verifile Client Services
• 9. Useful Links

This guide walks you through everything you need to know about accessing the Verifile Client Portal. Whether you're logging in for the first time, troubleshooting an issue, or updating your account details, you’ll find all the essentials right here.

1. How to Log In to the Client Portal

You can access the Client Portal via your organisation’s usual Verifile link.

When logging in:

• Enter your registered email address

• Type your password exactly as set (it’s case-sensitive)

• If your organisation uses Single Sign-On (SSO), follow the SSO method instead of entering a password.

If you encounter any login errors, the troubleshooting sections below will help.

2. If You’ve Forgotten Your Password

If you can’t remember your password, you can reset it at any time.

How to reset it

1. Go to the login page.

2. Select Forgot Password.

3. Enter your email address.

4. Check your inbox for a reset link.

If the reset email doesn’t arrive

• Check your spam/junk folder

• Make sure there are no typos in your email address

• Confirm with your IT team that @verifile.co.uk emails aren’t being blocked

• Try again after a few minutes

If the system still won’t send the reset link, move to the Email Address Failure section below.

3. Using Single Sign-On (SSO)

Some organisations use SSO to make logging in faster and more secure.

If your organisation uses SSO

• Log in through your company’s identity provider

• You won’t need a Verifile password

• Verifile controls your access

Common SSO issues

• Your company login has expired or been disabled

• You’re using a non-company-based email

• Our IT team needs to refresh or re-sync your access

If SSO isn’t behaving as expected, your internal IT team will usually need to resolve it first.

4. Reissuing Your Login Details

If you can’t access your account and a standard password reset won’t work, our Client Services Team can help reissue your login details.

What we may need from you

• Your full name

• Your company name

• The email address you believe is registered

• Confirmation from your organisation (if required)

For security and data protection reasons, we may need to verify your identity before making any changes.

5. Changing Your Email Address for the Client Portal

If your email address has changed (for example, after a company domain update), you can request an update.

Who can request this

• You can request it yourself

• For some organisations, only an internal administrator can approve changes

What happens when it’s updated

• Your login username changes to the new address

• Notifications and reports are sent to the new address

• You may need to reset your password afterwards

6. Fixing the “Email Address Failure” Error

If you try to reset your password or receive notifications and see Email Address Failure, it usually means the system can’t deliver messages to your inbox.

Possible reasons

• The email address is no longer active

• There’s a spelling mistake

• Your domain is blocking Verifile

• Your mailbox is full

• Your organisation changed email formats

How to fix it

• Double-check the spelling of your email

• Ask your IT team to allow mail from @verifile.co.uk

• Contact Verifile Client Services if the system still won’t accept or deliver to your address

Once your email is corrected or unblocked, password resets and notifications should work normally again.

7. Updating Your Organisation’s Company Name

If your company has rebranded or updated its legal name, we can update this within your Verifile account.

What’s usually required

• A request from an authorised administrator

• Confirmation of the new name (e.g., official document or email from your HR/Compliance team)

What we update

• Your organisation name within the Client Portal

• Associated reporting and billing references

• Displayed branding where applicable

This process may take a short time to complete, depending on the complexity of your account setup.

8. When to Contact Verifile Client Services

Reach out to the Support Team if:

• You cannot reset your password

• Your email has stopped receiving messages

• SSO isn't working, and your IT team has confirmed access should work

• You need your email, login details, or company information updated

• You’re locked out, and nothing in this guide resolves the issue

9. Useful Links

• Client Portal Login: https://www.verifile.co.uk

• Forgot Password: Available on the login page

• Verifile Support: support@verifile.co.uk