13. Customer Portal
13.1 Enabling the Portal
The Customer Portal is enabled in Settings > Company under the Portal section. Once enabled, your customers can access a self-service portal branded with your company logo and colors.
13.2 How Customers Access the Portal
Most customers never type a password. Access is via Magic Login Links:
- The customer receives an email (e.g., a statement or visit report).
- The email contains a secure link that logs them in automatically.
- The link is cryptographically signed and time-limited for security.
Alternatively, customers can use the Claim flow to set up first-time access if they haven't received a magic link yet.
There is also a password login, for customers who'd rather sign in the ordinary way, or who share an email address with somebody else. They sign in with their Account # and a password. The Account # is printed on their statement.
Resetting a customer's portal password
When a customer calls because they can't get in, open their page and go to the Passwords tab. There are two buttons:
| Button | What it does |
|---|---|
| Reset portal password | Generates a new password for them. The old one stops working straight away |
| Email portal password | Sends the password to the customer's email address |
You never see the password yourself, and you can't type one in for them — it's generated and emailed, so nobody in the office is handling a customer's password.
13.3 What Customers Can Do
The customer portal currently provides:
| In the portal | What the customer can do |
|---|---|
| Dashboard | See what they owe, anything overdue, recent activity, and the services they're signed up for |
| Billing history | Every charge, payment and credit, with a running balance |
| Statements | Open and download their monthly statements |
| Payments | Pay by card, PayPal, or bank transfer (ACH) if you have enabled it |
| Payment methods | Add, change or remove a saved card — including swapping the card on a running service |
| Automatic payments | Set them up from the dashboard. To stop them, the customer opens the account menu (their initials, top right) and chooses Cancel automatic payments: every automatic charge stops, and the saved card or PayPal details are deleted (see 10.6) |
| Services | See what they're signed up for, including the days of the week their pool is visited |
| Settings | Change their own details and how they'd like to hear from you |
Whether they can manage their own saved cards is up to you — see 13.1.
If you have switched on bank transfers (see 2.2), the payment screen shows the card and bank options side by side with the fee for each, so the customer can see what a large payment costs either way before choosing. A bank payment takes 3–5 business days to clear; their balance updates when it does. Full detail in 10.11.
Customers also receive visit reports after each completed pool service (if enabled): by email, by text message, or both. A report shows what your company turned on in Settings > Visit Reports (see 2.5) and the pool service recorded — for example photos, the chemistry readings, the work done and the notes to the customer. It opens as a web page from a secure link in the email or the text message.
The portal reduces support calls by letting customers check their balance and billing history on their own — "How much do I owe?" "When was my last payment?"
13.4 Admin Impersonation (See What They See)
From any customer's profile, click View Portal to see the portal exactly as that customer sees it. This is invaluable for:
- Answering customer questions ("I don't see my statement" → check their portal view).
- Verifying that billing information is displaying correctly.
- Walking a customer through the portal over the phone.