Each question below is a problem operators actually hit, why it happens, and
what to do.
A customer I know exists isn't in the list.
Look at which view you are on. Current only lists customers with recent
activity, upcoming service, a reminder due soon, or a pin. Switch to All,
or just type the name: once you type, search covers Current, All and
Inactive together, and an inactive match shows an Inactive badge. Check
the filters too (customer type, account class, billing, agreements); clear
them and search again. A customer deleted in the last 30 days is in ⋮ →
Deleted Customers (admins).
Search didn't find a customer by their ZIP code.
Search looks at names, emails and phone numbers of the customer and its
contacts, and at each site's name, street, city and state. ZIP codes aren't
searched. Search by street or city instead.
A customer shows "Rate Card" as the billing source but the Rate Card line is muted.
Billing source is a setting that says how the customer would be billed;
it reads Rate Card by default. The Rate Card line ("N Units Active") says
whether they are actually billing on one today, from the live lines on their
sites. Muted means no live rate-card line on an active site: none set up yet,
every line ended, or the sites are paused. Set it up from the site's
Service Plan (see Customer Sites).
Many customers have a blank Account Type.
That's expected. PortaPro never guesses Residential or Commercial. Pick
Unclassified in the Account class filter, select the customers, and use
Set Account to classify them in one step.
I can't delete a customer.
Customers with any invoice, payment, sent or accepted quote, agreement,
recurring invoice or payment plan can't be deleted. The dialog offers Make
Inactive instead, which hides them and stops billing while keeping the
records. Deleting is also admin-only. See
Inactive, Deleted and Merged Customers.
I deleted a customer by mistake.
An admin can restore it for 30 days from ⋮ → Deleted Customers with
Restore. Units that went back to the yard during the delete are not
placed again; place them from the site's map pins.
I merged the wrong customers.
An admin can open ⋮ → Merge History and click Undo merge. The
customers come back and the moved records return.
I made a customer inactive but jobs or cycle drafts still appear for them.
Making a customer inactive doesn't pause their sites. Pause or close their
remaining active sites (site card ⋮ → Pause site… or Close site…).
Invoices for an inactive customer won't send.
The Make Inactive, Reactivate or Delete buttons say I'm not allowed.
Those actions are for admins. Dispatchers can see the buttons but the action
is refused. Ask an admin.
A contact isn't getting invoices.
Open the contact and check Receives email → Billing is on, and that the
contact has an email address. The company email also receives billing email
unless that audience is switched off. See Email Recipients.
A city or school district never receives our invoices.
Their mail filter is likely rejecting the branded email as spam (your Gmail
gets a "Delivery Status Notification" saying "550 High probability of
spam"). Turn on Plain email delivery in Edit Customer → Billing.
A customer didn't receive their portal invitation.
Check the contact's email for typos, ask them to look in spam, and use
Resend Invite on Contacts → Portal Access. Invitations expire after
30 days. See Customer Portal Access.
I can't invite a customer to the portal.
The contact needs an email address, and the customer must not be marked
Do Not Contact. A contact already invited or active isn't offered again.
The import won't let me continue past Match Equipment.
Every rate-card line has to be paired with a product in your catalog, or
marked Service only, no equipment, before the import can go on.
I imported the wrong list.
Use Undo this import on the banner on the Customers page, or ⋮ →
Customer Import → Recent imports → Roll back. Undo is refused once real
work exists (placed pins, started jobs, sent invoices, payments, applied
credits). See Importing Customers.
An imported customer's name looks like "Leaf Building:Subdivision A".
That came from a QuickBooks sub-customer name. Current imports split it into
the account and its parent automatically and ask in the Parent Accounts
step. For an older record, edit the name and use Set Parent in the
Customer Hub.
I can't find the customer Billing tab.
It was retired. The rate card, cycle invoice buttons and autopay are under
Sites → Rate Card; invoices, payments and statements are on the
Financial tab.
Contacts or sites won't save.
Read the message at the bottom of the panel: required fields (first and last
name and contact type for a contact; street, city, state and ZIP for a site)
must be filled in. If it still fails, refresh and try again, then contact
PortaPro Support with the customer's name and the message you saw.