Knowledge Base > FAQs > Portal > Why are my staff receiving an “unable to validate portal subscription … ” error when they try to upload documents to the portal?

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Q: Why are my staff receiving an “unable to validate portal subscription … ” error when they try to upload documents to the portal?

A: First, ensure that the staff member trying to upload/download the document is enabled to use the portal in the Setup > Staff > Information window by clicking on the Portal button. If they are, attempt to log in to the Client Portal website with the credentials here. If they do not work, reset the staff member’s password by using the Forgot Password link and store the new password in WorkSpace.