Equipify.ai

Troubleshooting

Customer portal

Invite loops, wrong customer association, missing invoices, and permission errors—symptom-first steps for CS teams.

Quick answer

Start here

Portal issues are usually identity: wrong email on the contact, customer/site mismatch, or the portal user lacks visibility to the asset/program. Fix the association in the CRM record of truth, then re-invite with an explicit landing path.

Issues & fixes

Customer didn’t receive portal inviteSpam filters, wrong address, typos, and corporate quarantine are common. Resend, verify domain allowlisting, and provide a manual magic-link path if policy allows.Tap to expand steps & related links

Recommended checks

  1. Verify email on file — Confirm the exact spelling and primary contact selection.
  2. Check spam/quarantine — Ask customer to search and allowlist your sending domain.
  3. Resend with new subject — Avoid trigger phrases if deliverability is weak.
  4. Try alternate contact — Billing vs operations contacts differ in enterprise accounts.
  5. Log delivery timestamps — Support needs message IDs for mail provider traces.
Customer onboardingCustomer portal
Portal shows account but invoices are missingEntity mismatch, branch filters, invoice not released to portal, or the customer is linked to the wrong parent account. Validate the invoice’s customer ID matches the portal user’s scope.Tap to expand steps & related links

Recommended checks

  1. Compare customer IDs — Invoice customer vs portal user mapping.
  2. Check release rules — Some teams only expose paid or posted invoices.
  3. Validate branch scope — Child sites may be hidden depending on configuration.
  4. Confirm invoice posted — Draft invoices may be intentionally hidden.
  5. Document expected behavior — CS should have a canonical “what portal shows” spec.
Customer portalCustomer experience