The Client Hub is where we direct our clients to interact with their project and communicate with us.

From the Client Hub, they can:

• access project details

• preview, feedback, and approve video deliveries

• manage invoices and credit packs

• manage their own team’s access

• place orders for more work

This module assumes that you have a basic understanding of the Client Hub and it’s services.

Has my client activated their Client Hub account?

There is a very simple way to check if your contact has activated their Client Hub account.

1. Search up your contact on the VMS Contacts page, found under the Clients menu.

2. Check the icons listed in the Actions column.

3. If your contact has both the envelope icon and the link icon, then they have not yet activated their Client Hub account. These icons will disappear from the contact information when the account is activated.

How can I help my client to activate their account?

Your client will have automatically received a Client Hub account activation email when they were first added to the VMS as a contact. If they cannot find this, then you can send them a new activation email by clicking on the envelope icon. The VMS will ask you to confirm this action.

Alternatively, if you would prefer to send your own personal message to the client, you can copy your contact’s unique account activation URL by clicking on the link icon. Paste this in your message and explain that this will lead to out Client Hub where they will be asked to create a password to activate their account.

What level of Client Hub access does my client have?

The Contacts list clearly displays your client’s assigned Client Hub roles.

Our client users can have three different levels of access:

• User – Standard access. Can access only the projects that they have been as contacts. Cannot see any of the invoice information.

• Accounts – Can access all the projects that are owned by their company. Can access invoice information, arrangement payment, and manage credit packs.

• Admin – Top level access. Has all the Accounts permissions. Can additionally manage their company’s users and access levels.

Can I change my client’s role?

You can change your contact’s assigned role easily by clicking on the pencil edit icon in the Action column and accessing their VMS profile.

Here you will find an editable field called “Client Hub Role”. Click in the field and choose the role you want.

Make sure that you remove the previous role before committing the change by clicking the “update user” button.

Can client Admins manage their own team’s access to Client Hub?

Yes, they can!

For more information and video that you can share with your client, watch this:

Why can’t my client login?

There are a few reasons why they may be having a little trouble.

• Wrong username/email

• Logging in with Google only works if your established Client Hub account is already registered with a Google email.

• Wrong password

• The account is not activated

These issues are walked-through in this video, which you can share with your clients:

Why can’t my client see their video?

When you deliver a video to your client, they are emailed a link to the Deliveries page on their Client Hub account. They will need to:

• Follow the link in the email

• Login to their Client Hub account

Even without the delivery email, a client that has logged in to their account can access all their projects and discover if their have been any recent video deliveries. (Their Client Hub chat will also alert them when a delivery has been shared.)

If a client cannot find your video, it is likely that they do not have the appropriate permission to access that project. Double check that they are a Contact for this Project.

If they are not clicking through from a delivery email, and they still can’t find the Project, then it may be as simple as the click needing to click “View All” to see more than their three most recent projects.

Here a visual walk-through of these issues, in a video that is designed to be shared with your client.