Troubleshoot client portal login or visibility
Check active contact, customer link, property/request ownership and menu registration.
Before you start
Investigate with the affected role and workspace; a direct route does not bypass record permissions.
Follow these steps
- Record the exact screen, record reference and error message.
- Check active contact, customer link, property/request ownership and menu registration.
- Portal contact access is separate from staff/broker access.
- The issue is resolved or can be escalated with a precise record reference and reproducible error.
Fields, rules and limits
- Portal contact access is separate from staff/broker access.
Check it worked
The issue is resolved or can be escalated with a precise record reference and reproducible error.
If something does not look right
If the expected result is missing, check the saved record, the current workspace and the action’s permissions. Record the exact validation message; do not repeat a state-changing action until you know whether the first attempt saved.
Questions and answers
What should I verify for this task?
Portal contact access is separate from staff/broker access.
Why is the record or action unavailable?
Investigate with the affected role and workspace; a direct route does not bypass record permissions. Check the current company and record relationship before requesting additional access.