Overview
Portal link problems are usually caused by stale links, wrong recipients, or records that changed after the link was sent. Start by confirming the exact link and record the customer is using.
Before you begin
- Identify whether the portal link came from an estimate, invoice, ticket, or another customer-facing workflow.
- Ask the customer for the approximate send time and whether they opened the latest message or an older one.
Steps
- Open the source record and confirm it is still in a shareable state.
- Compare the current share link or send action to what the customer says they received.
- Resend the latest link if there is any doubt that they are using an outdated version.
- If the portal opens but looks incomplete, confirm the correct customer-facing record was attached before sending.
Tips
- When resending, mention clearly that the customer should use the newest link only.
- Keep customer-facing notes current so the portal content matches what staff expect them to see.
Troubleshooting
- If only one customer cannot open a link, it is often an old message or copied URL issue.
- If many customers cannot open recent links, document the record types affected before escalating.
- If content is missing inside the portal, verify the source record itself is complete.
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Need more help
If support needs to investigate, include the record number, what kind of portal link it is, and whether the failure is open, authenticate, or missing-content related.