Neo and Cornerstone customers: Vello cannot find a client's mobile phone number when the client tries to sign in to the Vello client portal

Do this troubleshooting if:

1. A client entered the same mobile phone number in the sign-in screen of the Vello client portal that shows in their PIMS contact record
2. Vello shows this message: Looks like you're new here! We couldn't find that email or phone number in our system. If you're new to Vello, we'll walk you through connecting your account

A client's mobile phone number shows in more than one client record in your PIMS

Vello can show the message to a client if these conditions agree:

1. A client's mobile phone number shows in their client record
2. A client's mobile phone number is a secondary mobile phone number in other client records (for example, in their partner's client record)

Remove the client's mobile phone number from other client records (Neo customers)

1. In Neo, open the other client record that shows client's mobile phone number in the Secondary Contact section.
2. To keep the mobile phone number in the client record, copy the phone number from Secondary Contact section and paste it in the Notes section.
3. Remove the client's phone number from the Secondary Contact section in the client record.
4. If the client's mobile phone number shows in other client records, repeat steps 1 thru 3 as necessary.

Remove the client's mobile phone number from other client records (Cornerstone customers)

1. In Cornerstone, open the other client record that where the client's mobile phone number is a secondary mobile phone number in the Phones section of the Information tab.
2. To keep the mobile phone number in the client record, copy the phone number from the Phones section and paste it in the Notes section of the Prompts/Notes tab
3. Right-click the client's phone number in the Phones section and select Delete.
4. If the client's mobile phone number shows in other client records, repeat steps 1 thru 3 as necessary.