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Customer Portal Login and Help

The customer portal is where your customers view upcoming visits, pay invoices and manage their account. This page covers where they log in and how to help when they can't.

Where do customers log in?​

At your company's Pulse address, which looks like yourcompany.maidcentral.ai. Add this link to your website, welcome emails and text messages so customers can find it.

Invoice and Payment Failure templates also have a link field that opens the customer's invoice in the portal. See Can I add a portal link to a message?

Can a customer sign in while booking online?​

Yes. When a customer who already has a portal login starts your online quote form, they see "We found an account for you, please login to continue." After they sign in, they pick one of their homes (or New Home) and carry on with their quote.

After booking, a customer with a portal login sees Login to the Customer Portal. A customer without one sees "By the way, we have a Customer Portal - Create your account now!" and a Create Account button. Create Account still opens the V2 account invite page. It only shows when the customer portal is on for your company.

How do I send a portal invite to an existing customer?​

  1. Open the customer under Contacts.
  2. Go to the Profile tab.
  3. In Customer Portal Account, click Create Account.
  4. Confirm the name and email address, then click Send Invite.

The customer gets an email with a link to set a password. See Customer Profile Tab for account status, password reset and login history.

A customer is locked out or can't reset their password​

Customers can't fix this themselves. They need to contact your office. To help them:

  1. Open the customer's Profile tab and check the Customer Portal Account section.
  2. If the status is Locked, set it back to Active.
  3. Click Send Password Reset and make sure the email address on the account is correct.

If it keeps happening, check Recent Login History to see the failed attempts.

Can a customer remove a saved card?​

Yes, as long as they have another card on file. They can't remove their only card.

How do customers leave a tip in the portal?​

Customers can tip in the portal only when the Customer Tip setting is on for your company and the customer's billing terms are Credit Card. On the job scorecard, active-job page and dashboard, ACH billing terms also qualify. Customers on invoice billing terms can't tip in the portal.

Two ways:

  • On an invoice. When paying an invoice that has a balance and no tip yet. This also needs Tips After Invoiced to be on.
  • A recurring tip. In their general settings, a customer can add a tip that repeats.

The 15%, 20% and 25% buttons appear only when Tip Percentage Buttons is on; customers can always type their own amount. See Tips for every rule, and for how tips reach technician pay.

Can a customer pay a batch invoice in the portal?​

Yes. A batch invoice is a single invoice, so the customer pays it once like any other invoice.

Why can't a customer pay an invoice in the portal?​

For a customer linked to QuickBooks, the portal lists the same invoices you see on the customer's Invoices tab. An invoice that is not linked to a Pulse invoice (for example, one created directly in QuickBooks), or whose Pulse invoice isn't ready to take a payment yet, appears in the portal for viewing only. It has no Pay button and no Download PDF button, and it shows the message "This invoice can't be paid online. Please contact us to pay it." Take payment for it in the office.

Do portal payments sync to QuickBooks?​

Yes, automatically. See QuickBooks Integration.

Customers can't log in to the portal at all​

If every customer gets an error trying to open or log in to the portal — not just one customer — check the Portal Access switch on the Customer Access settings page. When it's off, the portal is completely blocked for every customer, not just hidden: no one can log in or open any portal page until it's turned back on.

The portal shows the wrong name for a customer​

This is usually an entry mistake in the office, such as the wrong email on the customer's record or portal account. Correct the email on the customer's record, then check the Customer Portal Account section on the Profile tab.