Customer portal FAQ
The two portals
Section titled “The two portals”Can a new company use the old portal?
Section titled “Can a new company use the old portal?”No. Companies registered since V2 get the new portal only, and their Settings page shows one row rather than a choice.
Do both portals work at the same time?
Section titled “Do both portals work at the same time?”Yes, for companies that had the old one. Both accept the same logins. The switch only decides which link your customers are sent — see how the customer portal works.
My customers still land on the old portal
Section titled “My customers still land on the old portal”Check which one is marked Live in Settings. If V2 is Live and they are still arriving on the old one, the redirect has not been deployed on that server — your installer will know.
Booking amount
Section titled “Booking amount”Is the booking amount taken off the invoice automatically?
Section titled “Is the booking amount taken off the invoice automatically?”No. It sits in the client’s advance balance until somebody uses it, with Settle From Advance Amount on an invoice. See where the money goes.
I changed the booking amount — do requests already sent change?
Section titled “I changed the booking amount — do requests already sent change?”No. A request keeps the amount it was sent with.
Why does a request I raised in Admin not ask for a booking amount?
Section titled “Why does a request I raised in Admin not ask for a booking amount?”The booking amount is something the portal asks the customer as they send it. A request you raise yourself has no customer at the keyboard, so there is nothing to ask. Use Advance Pay on the request instead.
The portal is not asking for a booking amount at all
Section titled “The portal is not asking for a booking amount at all”One of: no payment gateway is connected, the request form is not ticked on the Money page, the setting is guests-only and the customer is signed in, the request is under a contract and contract requests are exempt, or the request has no service on it.
Location
Section titled “Location”Can the job’s location differ from the request’s?
Section titled “Can the job’s location differ from the request’s?”Yes. The job starts with the request’s place and is free to change afterwards — see what copies.
Is a custom question called “Location” the same thing?
Section titled “Is a custom question called “Location” the same thing?”No. A custom question’s answer only ever appears under Custom Fields.
The “Where is it?” step is not showing
Section titled “The “Where is it?” step is not showing”It is off by default. Switch Location on for that request form in the portal settings.
The location did not reach the job
Section titled “The location did not reach the job”Either the customer typed it rather than picking it from the list, or the job is on a different site from the one the place belongs to. Pick a place on the job.
Sign-in and notifications
Section titled “Sign-in and notifications”A customer cannot sign in with their email
Section titled “A customer cannot sign in with their email”The email is on more than one of your contacts. Give each contact a user ID, or have them sign in with theirs.
Some admins do not get the bell
Section titled “Some admins do not get the bell”An admin who has never signed in to the web admin has no account for notifications yet. One sign-in fixes it.
Where does a guest’s payment go?
Section titled “Where does a guest’s payment go?”It is held without a client until you save the client from their request, and then it moves into that client’s advance balance.