Client Portal Guide
The client portal is what your clients see when they click the intake link you send them. It's designed to be as easy to use as possible — especially on a phone — with no login required and clear step-by-step guidance throughout.
This guide helps you understand the client's experience so you can set expectations, troubleshoot issues, and help clients who get stuck.
What clients see
When a client opens the intake link, here's what they experience step by step:
Welcome screen
The portal opens with your firm's logo, a welcome message, and an overview of what they'll need to provide. The client sees the matter name and a progress indicator showing how many documents they need to upload.
Document checklist
A clear list of every document requested, grouped by category (Identification, Financial, Legal, etc.). Each item has a plain-English name (e.g., 'Most recent tax return' instead of 'Form 1040') and a brief description explaining what the document is and why you need it.
Upload interface
When a client taps on a document item, they see upload options: take a photo, choose from their photo library, or upload from Files/Google Drive/Dropbox. On desktop, they see a drag-and-drop zone.
Progress tracking
A progress bar at the top of the page updates as the client uploads documents. Completed items get a green checkmark. The overall percentage updates in real time.
Completion
When all required documents are uploaded, the client sees a confirmation screen: 'All documents received — your attorney will review them shortly.' They can still come back to upload additional items if needed.
💡 The portal uses your firm's logo and name throughout, so clients experience a consistent, professional interaction from their first touchpoint.
How clients upload documents
There are three ways clients can upload a document:
📸 Take a photo (mobile)
On a phone, clients can tap 'Take Photo' to open their camera directly. They photograph the document and it uploads immediately. No scanning app needed — the portal handles the rest.
🖼️ Choose from photos/files
Clients can upload an existing photo, PDF, or document file from their phone's photo library, Files app, Google Drive, iCloud, or Dropbox.
💻 Drag and drop (desktop)
On a desktop or laptop, clients can drag files directly onto the upload zone, or click to browse their file system.
Supported file types
CaseHug accepts: JPG, PNG, HEIC (iPhone photos), PDF, DOC, DOCX, and most common image formats. Maximum file size is 50MB per file. Clients can upload multiple files for a single document item (e.g., multiple pages of a bank statement).
Mobile upload & camera capture
The client portal is built mobile-first. Most clients will complete intake from their phone, often photographing physical documents. Here's what they need to know:
- 1Open the intake link from the text or email you sent. It works in any mobile browser — no app download needed.
- 2Tap on a document item to expand it and see the upload options.
- 3Tap 'Take Photo' to open the camera. Place the document on a flat, well-lit surface and photograph it.
- 4The photo uploads automatically. The item gets a checkmark when the upload is complete.
- 5For multi-page documents (like a tax return), clients can take multiple photos — each photo is added to that document item's uploads.
- 6The portal saves progress automatically. If a client closes the browser, they can re-open the link and pick up where they left off.
💡 iPhone users will upload HEIC files by default when using the camera. CaseHug handles HEIC automatically — you don't need to ask clients to change their camera settings.
FAQ for clients
Share this section with clients who have questions.
Do I need to create an account?
No. Just click the link your attorney sent you. The link is your access — you don't need a password or account.
Is this secure?
Yes. The portal uses the same level of encryption as online banking. Your documents are stored securely and only your attorney can see them.
What if I don't have a document?
Skip items that don't apply to your situation. There's usually a 'This doesn't apply to me' option on each document item. You can also upload a note explaining why a document isn't available.
Can I come back to finish later?
Yes. The link stays active and your progress is saved. Re-open the link from any device to continue where you left off.
What file types can I upload?
Photos (JPG, PNG, HEIC), PDFs, and Word documents are all accepted. If you're photographing documents with your phone, just use your camera — the format will work.
What if my photo is blurry or wrong?
Your attorney may send you a request to re-upload a specific document with a note explaining what needs to be fixed. Just open your intake link again and re-upload that item.
Troubleshooting upload issues
❓ Client says the link doesn't work
→ The link may have expired (90-day limit). Generate a new intake link from the matter detail page and resend it. Also check that the client is clicking the full link and not a truncated version.
❓ Client says the upload keeps failing
→ The file may be too large (over 50MB). Ask the client to compress the file, use a lower-quality photo setting, or split multi-page documents into smaller uploads. Also check their internet connection.
❓ Client's photo is too blurry to read
→ Request a re-upload with a note: 'Please photograph this document in better lighting, flat on a table, with the camera held still.' Request re-upload from the document review page.
❓ Client uploaded the wrong document
→ Request a re-upload with a note explaining what you actually need. The client will get a notification and can upload the correct document.
❓ Client can't find a document
→ Some clients genuinely don't have certain documents. You can mark a document item as 'waived' or 'not applicable' from the document review page. You can also add a note.
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