How your customers sign in to the Customer Portal
The Customer Portal has no passwords. A customer signs in with a one-time email link instead. On the login page they enter the email address you have on file for them and click Send Sign-In Link.
If that email matches a contact with portal access, they see a Check your email message and we send a sign-in link to that address. They click the link in the email and they are signed in.
When a business uses more than one brand, each brand has its own portal URL. The original business-level portal URL remains the URL for the default Business Profile brand, while every additional brand uses its own URL. Opening one of those links shows that brand before the customer enters an email, and the sign-in email is issued only for that brand. Portal links included in quote, invoice, Job Summary, inspection report, and work-acknowledgment emails use the same brand as the customer-facing record. The link and signed-in session show only customers, properties, quotes, invoices, reports, and visits assigned to it. Multiple offices can appear together when they use the same brand; records from different brands are never combined. Customers are never asked to choose a brand during sign-in.
The link is single use and expires 24 hours after it is sent, so once it has been used or a day has passed they simply request a fresh one from the same page. If the email is not on file, or that contact does not have portal access turned on, the portal cannot send a link.
The customer sees a We couldn't sign you in message naming the email they tried, along with your business email and phone number so they can reach out and ask to be added. Tell customers to check their spam folder if the email does not arrive within a minute, and to use the exact address you have for them.
To get someone access, add them as a contact with portal access, or have an existing portal user invite them. A successful sign-in lands them on their portal dashboard.
Where to find it: The portal login page your customer reaches at their portal URL, then the email link that signs them in.
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