Customer Portal shows all information about a customer's access to the Zero Friction portal.
From this card, employees can manage portal access, resolve account issues, send invitations, and, if permitted, log in as the customer to provide support.
The customer portal gives customers access to invoices, contracts, payments, documents and personal data.
What does the customer portal show within the customer details page?
Whether the customer has a portal account
The email address registered for the portal
Whether the email address has been confirmed
The date of registration
Portal Status (Active / No Account / Not Confirmed)
A log of all portal actions and events
In addition, there are buttons for:
Reset portal account
Log in as customer (impersonation)
Problem | Solution |
Customer has no email address | Add email address and resend invitation |
Registration link not working | Send new invitation (old token has expired) |
Customer cannot access while an account exists | Reset portal account and re-register customer |
Customer cannot register due to customer number mismatch | Provide correct customer number and try again |
Customer does not see invoices or files | Check whether customer is linked to contracts and data |
Portal feature missing | Check if customer portal is activated in organization settings |
Customer sees incorrect information | Reset and re-register your portal account |
Customer cannot adjust advance payment | Check if the feature is enabled for the organization |
Multiple portal accounts in backend | Administrative cleanup → reactivate the correct account |
Problem | Solution |
Customer cannot log in | Verify email address or send password reset |
Customer does not receive a confirmation email | Check email address → resend communication |
Password reset not working | Send new reset link (old token invalid) |
Impersonation is stopped | Start a new impersonation session |
Portal page shows error message | Log out the customer and clear the cache → reset the account if necessary |
Portal address not working | Check Portal URL in Organization Configuration |
Customer reports that his account does not exist | Reset and re-register your portal account |
Customer used login link too early | Send new invite; tokens are one-time use |
Customer does not see new invoices | Check contract and invoice link in Zero Friction |
Can a customer reset his own password?
Yes, via “Forgot password” on the portal.
What happens when I reset a portal account?
The account will be deleted completely; customer will have to register again.
Can customers have multiple portal accounts?
No, one portal account per customer record.
Expired registration or reset links?
Yes, each new invitation invalidates the previous one.
Can I see if a customer has recently been active in the portal?
Yes, via the activity log on the portal card.
Can I see which documents a customer has viewed?
Yes, the file module registers whether a document is open.
Can I impersonate without permission?
No, impersonation requires explicit rights.
Portal account The user account for the customer portal
Impersonation Log in as a customer for support
Registration Token: Temporary key for activating a portal account
Reset link One-time password reset link
Activity Log Overview of all portal related events
Confirmation Email: Email for validating the email address
Portal Status Indicator of whether a customer has access to the portal
Self-service: Functionalities that the customer can perform themselves in the portal