Account and support
Who this is for: customer portal users.
What you will learn: how to keep your access working and how to get help quickly.
Your account
The portal uses the email address your provider holds for your organisation. To change it, contact your provider — do not create a second account.
You can:
- change your password from the sign-in page
- view jobs, quotes, invoices and statements
- download PDFs
- raise an invoice query
You cannot:
- add or remove other portal users
- change your customer's legal details
- change your billing access
- see another customer's data
Ask for a new portal user
Your provider creates portal users. Send them:
- the person's full name
- email address
- which sites they should see
- whether they need billing access
Each person should have their own login. Shared logins destroy the audit trail.
Contact your provider
Include enough detail for a fast answer:
- your company and site
- the job, quote or invoice number
- the date
- what you expected
- what you saw
- a screenshot if it helps
Common requests
| Request | Who can do it |
|---|---|
| Reset password | You, from the sign-in page |
| Enable portal access | Your provider |
| Add a site | Your provider |
| Correct an invoice | Your provider (credit note and re-issue) |
| Reschedule a job | Your provider |
| Copy of a service report | You, from the job, if published |
| Change billing access | Your provider |
Security
- Report a lost or shared device immediately.
- Do not forward password reset emails.
- Sign out on shared computers.
- Your provider will never ask for your password by email.
Check your understanding
- Who creates portal users?
- What should you include when reporting a problem?
- What should you never share?
Related: Signing in · FAQ and glossary
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