The portal problem nobody wants to say out loud
Every practice that has rolled out a client portal has had the same experience. The portal gets built, the client gets an onboarding email with login instructions, and within a few months, half the client base has forgotten their password, stopped checking the portal, and gone back to whatever they were doing before, usually emailing receipts directly to their bookkeeper or letting them pile up until the accountant asks.
This is not a reflection on the client's diligence. It is a predictable outcome of asking someone to build a new habit around a tool they only touch a few times a month. A client submitting receipts is not thinking about their accounting workflow. They are thinking about getting back to running their business, and anything that adds a step gets skipped or deferred.
