Find the support you need using our Frequently Asked Questions (FAQ) below.
Getting Started & Login
How do I access the client portal?
You can access the client portal by clicking on the link provided in your welcome email or by visiting our website and clicking “Client Portal” at the top right-hand button
What is my username?
Your username is the email address we have on file for you.
I didn’t receive a welcome email with login details. What should I do?
Please contact our team at portal@bpcollins.co.uk or call 01753 889995. and we will assist you with your portal access.
What is my initial/temporary password?
Your initial/temporary password was provided in your welcome email. For security reasons, we recommend changing it upon your first login.
How do I change my password?
Once logged in, go to “Profile”, where you can change your password. If you can’t find it, please contact us for guidance.
I’ve forgotten my password. How can I reset it?
There is a “Forgot Password” link on the login page. Click on this link and follow the instructions to reset your password. The password reset link will be sent to your registered email address.
The link in the email isn’t working. What should I do?
Please try copying and pasting the link directly into your web browser. If it still doesn’t work, please contact us at portal@bpcollins.co.uk.
Which web browsers are compatible with the portal?
The portal is generally compatible with the latest versions of web browsers such as Chrome, Safari and Edge. We recommend using the most up-to-date version for optimal performance.
Using the Portal
What kind of documents can I find in the portal?
You will be able to find documents we have shared with you related to your legal matter(s), such as correspondence, court filings, contracts, and invoices.
How do I view a document?
Simply click on the name of the document you wish to view and it will download to your device [as a PDF].
Can I download documents from the portal?
Yes, in most cases, the document will download to your device for your records.
How do I know if there are new updates or documents in the portal?
You will receive email notifications when new documents or updates are available in the portal. You may also see a notification or indicator within the portal itself.
Can I communicate with my legal team through the portal?
While direct communication isn’t currently available through the portal, you can still contact your legal team via email or phone at 01753 889995.
Can I track the progress of my case through the portal?
Case progress updates will continue to be provided to you via email and phone by your legal team.
Where can I view my invoices?
You can find your invoices in the “Financial” section within the portal.
Can I pay my invoices through the portal?
Currently, payments cannot be made directly through the portal. Please refer to the instructions on your invoice for payment methods or view our Payment Options here.
Security & Technical Issues
Is the client portal secure?
Yes, the security of your information is our top priority. The client portal uses industry-standard encryption and security measures to protect your data.
What should I do if I notice any unusual activity in my portal account?
Please contact us immediately at portal@bpcollins.co.uk if you notice any suspicious activity.
I’m having technical difficulties accessing or using the portal. Who can I contact for help?
Please contact our support team at portal@bpcollins.co.uk for technical assistance.
I’m not receiving emails from the portal.
Please check your spam or junk mail to see if our emails have gone there. Please could you add “@bpcollins.co.uk” to your safe senders list. We’ve found that taking this action significantly decreases the chances of our emails being caught by spam filters.
Please contact our support team at portal@bpcollins.co.uk if you are still not receiving our emails for technical assistance.
Account Management
Can multiple people from my organisation access the portal?
Please contact us to discuss multi-user access for your organisation. We can assess your needs and provide guidance on setting up additional accounts if necessary.
Do I have to use the portal to manage my documents? Can’t I just email these across to you?
Using the portal is our preferred way of contacting you as well as sending/receiving documents due to the increased security it offers.
However, we can disable your account and send information to you directly via email. Please contact your assigned lawyer to discuss this further.
How can I delete my portal account and subsequent information?
Please contact our support team at portal@bpcollins.co.uk with your request.
How can I update my personal information on the portal (such as email/address)?
Please contact our support team at portal@bpcollins.co.uk with your request including the supporting documentation.
Still need help?
If you haven’t found what you’re looking for and need to speak to someone, please email portal@bpcollins.co.uk or call our support team at 01753 889995. Alternatively, please contact your assigned lawyer.