I had similar situation like yours, they did not create my sons profile in pr portal account, I had mailed them saveral times at "IRCC.ClientPortalPrairies-PrairiesClientPortail.IRCC@cic.gc.ca" and "IRCC.ClientPortalOntario-OntarioClientPortail.IRCC@cic.gc.ca"
I got the reply from the first...