Real causes and fixes for the portal problems people run into most. Each
heading is the symptom.
The invitation never arrived
be invited.
Office staff: see Customer Portal Access.
I can't sign in
different address doesn't reach the customer's portal.
to invite you again.
I see "Portal Setup in Progress"
Your login exists but isn't linked to a customer's portal yet. This usually
means the invitation was never accepted from the invitation email, the
contact was removed, or you signed in with a different email. Ask the
company to send a fresh portal invitation from your customer profile. A
team invitation creates a staff login, not portal access.
I landed in a different portal than the link I opened
A portal link that isn't yours sends you to your own portal at the same
company. If you see the wrong account, the contact is attached to the wrong
customer record; the office fixes that on the contact.
Messages or Consumable Requests is missing
Those two sections, and the Request Supplies and Contact Support
quick actions, appear only when the company is on the Growth plan or above.
Make a request works on every plan, and its requests reach the company.
There is no Make Payment button
The button only shows when money can be collected. It's hidden when the
invoice:
Office staff looking at a portal in staff view never see the button.
I paid but the invoice still shows unpaid
portal was open in another tab.
turns Paid when the bank confirms.
My balance doesn't match what I expected
on file" and is applied to your next invoice automatically.
nothing.
compare line by line with the company's numbers.
I'm not getting phone alerts
Push alerts only reach the PortaPro app on a phone, never a browser. Sign in
to the app, then allow notifications for PortaPro in the phone's settings
and reopen the app. In a browser, use the bell and email.
I'm not getting emails or texts
Check the portal's Settings page: Supply Request Updates and
Support Messages control those emails, and Text Messages is the
master switch for texts. Click Save Changes. If you replied STOP to a
text, texts stay off until you opt back in. Also check spam.
A service report is missing
A completed visit with no report reads "No service report was filed for
this visit." There is no pending state; ask the company whether one is
coming.
An agreement isn't in the portal
An agreement the company sent by email only isn't shown in the portal; use
the link in the email. One that's waiting on you without a signing link
says to check your email for the signature request.
A page won't load or the connection dropped
The portal needs an internet connection and doesn't queue actions for
later. If the connection dropped while paying or sending a request, check
whether it went through before trying again: a request shows under Your
requests, and a payment shows on the invoice and in Payment History.