Customer portal — invites, sign-in & your own address

Step by step

1. Open a customer → Portal tab. Enter the person’s email and name, pick a role — Admin, Billing, Facilities or Viewer — and click “✉ Invite to portal”. They get an emailed sign-in link. A customer’s Admin can invite colleagues and limit them to some sites from the portal.
2. People sign in with an emailed link, a texted code (“Text me a code” — add their number with “📱 Add mobile”) or a password. If the email does not reach them, “🔑 Temp password” gives you a password to read out by phone; it is shown once, works for 7 days and they choose their own after. “Copy instructions” copies the sign-in steps.
3. Two-step sign-in with an authenticator app is set up by each person in the portal, and a customer’s Admin can require it for everyone. If someone loses their phone and backup codes, “Reset 2-step” turns it off for their next sign-in. “👁 View as” opens the portal as that person, read-only, for one hour.
4. In the portal customers can see their equipment (condition, readings, capital plan), Request service and pick a time, follow and reschedule visits and rate finished ones, approve proposals and change orders, message you about a specific record, pay several invoices at once or turn on autopay, open statements, upload documents and add site access notes. What each person sees depends on their role and sites.
5. Notices are opt-in: each person picks, per kind (replies from your office, visits, service requests, service reports, proposals and change orders, invoices and receipts), email, text and push to their own phone or computer, plus a Monday summary. These notices stay off until the person turns them on in their Profile; proposals, invoices and other documents you send still go to the customer’s email as before.
6. On the customer’s Portal tab you also see what they recently opened, their portal activity and the Portal messages — reply there, or use the AI button to draft a reply you review before sending.
7. Customers → “Portal use” shows adoption: customers on the portal, people signed in, active in the last 30 days and paid online. The tabs list People (filter Never signed in, Active, Not lately), Customers, and “Not on the portal yet” with an “Invite →” button; “Remind them” re-sends invitations nobody used.
8. To serve the portal on your own address, open Admin panel → Portal address, enter something like portal.yourcompany.com and click Save. Add the CNAME record shown at your DNS host (on Cloudflare, set it to DNS only), then click “Check DNS”. Once it points at MEPSub the portal is live there, and the record is re-checked every day.

Tips

• Portal look and behaviour — accent color, hiding line items, auto-answering safe questions, the emergency phone — are under Admin panel → Customer & portal.
• The portal on your own domain depends on your plan; the Portal address page says so when it is not included.

Open it in MEPSub

Sign-in required. What you see depends on your role and plan.

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