Kintsugi Portfolio Troubleshooting

Each section is named for what you see on screen. Find your symptom, apply the fix, and use the escalation note if it does not resolve.

A team member cannot see one of your clients

Cause: Access to your portfolio is not the same as access to a client. Signing in to the portfolio lets someone work as part of your firm; it does not show them every client. Access is granted per client, so a client they have not been granted simply does not appear for them.

Fix:

1. Go to Client Management.

2. Find the client and add that team member.

3. Ask them to refresh. The client now appears in their lists and filters.

Escalate if: the team member has been granted access and the client still does not appear after a refresh.

"No organization available for your account" when connecting Shopify or another store

Cause: Creating a client from your portfolio does not make anyone a user of that organization. Shopify and some other platforms connect only to an organization that the signed-in Kintsugi account belongs to. This is separate from portfolio access, which is covered in the symptom above.

Fix:

1. Open the client organization.

2. Invite the person who will click Sign in with Kintsugi as a user of that organization.

3. Have that same person sign in during the platform connection.

Escalate if: the person is already a user of the organization and still sees the message.

A teammate's API key does not appear under Settings > API Keys

Cause: Portfolio API keys are listed for the person who created them. Keys created by another team member may not appear in your list, even if you are an Owner or Admin.

Fix: Ask the person who created the key to share it privately or revoke it, or create your own key under your login. Owners and Admins can also ask support to audit or revoke portfolio keys.

Escalate if: you need to revoke a key created by someone who has left your firm.

Billing or plan settings are missing from a client organization

Cause: That client is partner managed. Your firm controls billing decisions for partner managed clients, so billing and plan pages are hidden inside their organization by design. This keeps what your firm pays Kintsugi private from your clients.

Fix: No action needed if you expect to bill this client yourself. If the client should pay Kintsugi directly instead:

1. Go to Settings > Billing Settings.

2. Under Per-Organization Overrides, find the client and click Change Billing Mode, or click Add Override if the client is not listed.

3. Choose client managed. The change shows as Pending until it takes effect. You can click Cancel request while it is still pending.

See What Is Kintsugi Portfolio? for how billing modes work.

"Bank details are required before creating a registration"

Cause: A live client organization has no bank details on file. Registrations and filings need them so the jurisdiction can debit tax owed. Test organizations skip this check.

Fix: Add bank details in the client's settings, or through the Partner API bank details endpoint, then retry the registration. These are the client's bank details, not your firm's, because Kintsugi remits on that client's behalf.

A team member did not receive their invitation email

Cause: The email landed in spam, or the address was entered incorrectly.

Fix:

1. Ask the person to check spam and any quarantine folder.

2. In Settings > Users, confirm the address is spelled correctly.

3. If it is wrong, remove the pending user and invite again.

Escalate if: the address is correct and no email arrives within 15 minutes.

A client shows no exposure or liability after you connected their data

Cause: The first import has not finished. Nexus, exposure, and liability are calculated from transactions, so they stay empty until the data lands.

Fix: Check Data Sources for that client to confirm the connection is active, then allow the import to complete. Large datasets can take a few hours.

Escalate if: the connection is active and nothing has imported after several hours.

A data source connection opens the main Kintsugi app instead of staying in the portfolio

Cause: Most integrations now connect directly from the portfolio, but a small number still complete their sign-in flow in app.trykintsugi.com. This is expected.

Fix: Complete the connection there. The person signing in must be a user of that client organization, as in the second symptom above. When finished, return to your portfolio. The connection appears under Data Sources for that client.

Need Help?

For further concerns, we're always here to help. If you can't find the answer you're looking for, just reach out to us using the chat in the bottom right corner of your screen.