The Gap Portal

Ensuring a client has an associated email address

If you experience the below error message when emailing from the portal, your selected client is missing their email address in their Xero Practice Manager (XPM) profile.


 
There are two ways to fix this issue:
  1. Update the client's profile in Xero Practice Manager (XPM): this solution is permanent and recommended.
  2. Update the client's profile in The Gap Portal: this is a temporary workaround to be used only if you do not have access to Xero Practice Manager and need a quick solution.

Update the client's profile in Xero Practice Manager

Note
The only way a client can be added to The Gap Portal without an email address is via Xero Sync.

As your XPM database should be treated as your 'source of truth',  we recommend updating the client's profile in the XPM database. If urgent, contact your portal administrator and ask them to run a manual XPM sync by navigating to Main menu > Manage Clients > Xero Sync > Sync Now. Otherwise, wait for the next automated daily XPM sync to run.

Update the client's profile in The Gap Portal

Attention
Do not add the client as a new client to the portal instead of updating their details in XPM. If you do this, you will end up with duplicate client profiles.
  1. Navigate to Main menu > View Clients and find the client without an email address.
  2. Click Edit  and add the client's email address.
  3. Click Save.
Please note: this is a temporary workaround only. If you don't update the client's email address in XPM, it will be removed from the client's profile in the portal after the next automated daily XPM sync. The only exception is if your firm has since disconnected XPM from the portal, which stops automated syncs.
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