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.