Customers sign in to your customer portal to see their visits, invoices and job reports, pay, and send you requests.
Before you start
Each customer needs an email address or a UK mobile number on their page. That's what they sign in with. Website, then Add to your website, has a login link and button for your own site. To send them a link, see Invite customers to your portal.
How customers sign in
There's no password to remember.
- The customer enters their email address or UK mobile number and chooses Send me a code.
- We send a 6-digit code by email or text. Codes last 10 minutes. The email also has a link to sign in.
- They type the code and choose Sign in. Resend the code works after 30 seconds.
Their login is made for them the first time, as long as the email or mobile matches a customer of yours who hasn't been archived.
What happens next
Requests they send arrive in Leads and requests, under Requests, for you to answer. See Answer customer requests. Skips and moves apply at once or wait for you, as you choose below.
What customers can do
The portal has Home, Visits, Requests and Invoices. Home shows what's owed, the next visit, their latest visit with photos, and anything waiting for them, such as a quote.
They can skip or move one visit, or say they're away, up to a cut-off you choose. In Settings, Business details, under Customer portal, set Skips and moves close. With Skips, moves and holidays apply at once off, each one waits for you to approve it.
They can also send new access details, which wait for you to approve before cleaners see them, and leave a note for one visit, which goes straight to the cleaner. Turn either off in the same place.
Adding a service, booking a job, booking again and urgent call-outs are always requests for you to approve. Customers can reply under your replies.
Customers can tick several unpaid invoices and pay them in one card payment.
They can rate a visit from 1 to 5. Only you see the rating, and they can change it for 7 days.
A rating of 1 or 2 stars tells you and your managers, with what they said. Turn it off in Settings, Notifications, under Low ratings.
For agencies and business customers:
- With more than 3 properties, their Home lists every property, with its next visit and what's unpaid.
- The main person can invite colleagues as Full, Book only (no money) or Accounts (invoices and payments only).
- Tick Show in portal on a customer document to share it with them.
- Customers with a contract plan get a monthly site report.
Portal promo
Settings, Portal promo shows a picture and a short message of your own beside the portal's sign-in, on tablets and computers. Turn on Show it to customers. It's for your own offers only, never adverts.
If something goes wrong
- No code arrives: the page always says the same thing, so check the email address or mobile on the customer's record matches what they typed.
- “That code didn't work.”: they should check the code, or choose Resend the code.
- “This link has expired.”: they choose Get a new code. Old links and codes can't be used twice.
- “Too many attempts.”: they wait a few minutes and try again.
Who can do this
The owner and managers who can see customers answer requests. Changing the portal switches in Business details needs the owner, or a manager with Settings.
Still stuck? Send us a message.