Customer portal

Questions operators ask about the customer-facing portal — and the ones your customers will ask you. The full guide is Customer Portal.

How does a customer get access to the portal?

Invitation only. Open Customers → the customer profile → Portal access, enter their email, and click Send invitation. The emailed link is valid for 7 days, and any team member whose data scope includes that customer can send it. See: Getting access.

Why can’t my customer approve their quote on the portal?

Symptom: the customer reports “This quote is no longer open for a response.” Cause: a quote is answerable only while it’s SENT and before its valid-until date. Fix: mark the old quote EXPIRED and send a fresh one. See: Quotes & requests.

Where do I see the reason a customer declined a quote?

Nowhere in the console today. The reason is stored with the quote but never displayed, so ask the customer through your usual channel. See: Quotes & requests.

What can portal customers download under Documents?

Exactly three sources: files attached to their own work orders, certificate scans issued on those work orders (8130-3 / EASA Form 1), and their invoices — filterable by document type and by work order. Nothing attached to other customers or to vendors ever appears. See: Documents.

Can portal customers see my cost or margin?

No — the portal shows sell prices only. The one exception is the pass-through invoice detail (Surcharge Invoicing plugin), which shows the agreed surcharge and its margin, because that rate is the deal. See: Account & invoices.

Why doesn’t my customer’s portal show the Invoices tab?

It appears only when your workspace has the Surcharge Invoicing plugin installed — no plugin, no tab. See: Account & invoices and the plugin catalog.

A portal customer is locked out — what do I do?

Symptom: the customer keeps getting “Invalid email or password” even with the right password. Cause: five failed sign-ins lock a portal account for 15 minutes, and the message stays the same while locked. Fix: they can wait 15 minutes, or use Forgot your password? (the reset link is valid for 1 hour). As a last resort you can revoke their access and re-invite them from the customer profile. See: Getting access.

How do customers ask for a price without calling?

The portal’s New Request form — part number, quantity, condition, urgency, an optional needed-by date and notes — drops straight into your Pipeline → RFQ Inbox as a NEW request under their account. See: Quotes & requests.

Can my customer message us through the portal?

No — the portal has no messaging or chat surface. Customers communicate through quote decisions (and the decline reason field), the New Request form’s notes, and your usual channels. See: Customer Portal.