Customer cannot get logged into the customer portal

Customer has contacted to say they are unable to get logged into the portal or app

1. Ask the customer have they ever created a password for their account.
2. They would have received an email when the policy was first taken out with a link 'Go to My Account' where they would set up their password. If they have never done this, then they will need to action this. They cannot reset a password if they have never set a password for their account.
3. Second email after purchasing a policy tells the customer their documents are ready and advises them to activate their account (previous email) and to download the app.
4. Customer should receive a further email 3 days later reminding them to activate their account.