Customer Portal Setup

Need to request Customer Portal access? Click here to request the Customer Portal for your organization. 

Contents

Overview

The Customer Portal enables customers to securely access billing and account information, including invoices, payments, credits, usage, and subscriptions. The portal also allows customers to manage payment methods and account credentials.

Portal configuration is controlled by authorized users and supports:

• Company-specific branding

• Feature visibility

• Customer access management

Roles and Permissions

Customer Portal configuration is restricted.

• Only users with CSP permissions can:

  • Enable the Customer Portal

  • Configure portal branding and features

  • Invite customers to the portal

• Standard users cannot access portal setup options.

Enable Customer Portal

Prerequisites

• CSP user access

• Channel Settings permission

Steps

1. On the left navigation menu, click Setup > General Settings. The General Settings page is displayed.
   

2. In the Portal Settings section, enable Customer Billing Portal toggle. The Portal Setup section becomes available for configuration.

Configure Portal Setup

Steps

1. In the left navigation menu, click Setup > Portal Setup. The Customer Portal Setup page is displayed.
   

2. Determine the subdomain name to use for the Customer Portal web address. This is the URL that your customers will use to access the Customer Portal.
3. Example: testcompany.ordwaylabs.com/portal

4. Enter a subdomain name for customers to access the customer portal.

   Notice: The name should be in all lowercase with no special characters.

   Note: In Ordway Sandbox, "-sandbox" will be auto-appended to the subdomain name in the url. To access the the Customer Portal on sandbox, add "-sandbox" to the url:

5. Example: testcompany-sandbox.ordwaylabs.com/portal
   
6. Upload company logo and banner images.

Logo requirements

• Less than 1MB in size and no more than 200 pixels wide and 70 pixels tall. 
• Supported file types are JPEG, PNG, or GIF.

If the image does not load, check the image pixel size. 

• Try reducing the image width size to between 190-199 pixels and re-upload. For more details, see Manage Company Profile & Logo

3. Set your primary brand color; enter the HEX color code or select a color by clicking the color icon.  Next upload a logo and banner image to appear in the Customer Portal header and banner for all pages.

Example

4. Choose tabs to display within the Customer Portal.

Enable the tabs you wish to be viewable within the Customer Portal. Disabled tabs will not show within the Customer Portal. 

Note: Optional features are hidden from customers unless explicitly enabled.

5. Configure Email Templates.

Click Manage Templates to access the email templates associated with the Customer Portal. These email templates are also accessible via Menu > Setup > Manage Templates. 

There are four default Customer Portal email templates. These cannot be disabled and are enabled by default:

• Reset Password
• Access Granted
• Portal Invitation
• Email Confirmation request

Review and include the following in the Customer Portal templates:

• Reply-to email address
• Add logo or other company branding
• Support contact information for your customers, should they require assistance
• Any other additional instructions or information as applicable/appropriate

Invoice Email Template

The link(s) in the current template direct users to the Pay Now page and not the new Customer Portal. If your roll out plan is to invite only a small group of customers initially, you may need to update the invoice email template to contain both links:

• Existing one for the Pay Now page
• New link that directs users to the Customer Portal login page; so users can access the portal from that email.

For more details, see Managing Templates. 

Usage Events on Customer Portal

The Usage Events feature allows customers to view detailed usage event records directly in the Customer Portal. This improves transparency by providing customers with visibility into usage activities associated with their account.

Administrators can enable this feature and configure which fields are visible to customers.

Enable Usage Events

1. In the left navigation menu, click Setup → Portal Setup.
2. Enable the Usage Events toggle, under Enable the toggle to display the object on Customer Portal.
3. Once enabled, usage event records associated with the customer will appear in the Usage Events tab of the Customer Portal.
   

Configure Visible Fields

Administrators can control which fields appear in the Usage Events table.

Example configurable fields may include:

• Customer Name
• Date
• Event Type
• Status
• Source
• Ingested on

If a field is unchecked, it will not appear in the Customer Portal.

Filter and Export Usage Events

Customers can interact with the usage events table using:

• Filters to search usage records by different parameters.
• Export Usage Event Records options to download usage event data for reporting or analysis.

This functionality works similarly to other portal objects such as Invoices, Payments, and Credits.

Terms & Conditions and Privacy Policy Links

Complete the following steps to display Terms & Conditions and Privacy Policy links. 

Steps

1. In the left navigation menu, click Setup > Organization Structure > Company Profile.
2. Click the checkbox for Display 'Terms and Conditions' and 'Privacy Policy' during checkout to display terms/conditions and privacy policy links.  
3. Populate the URLs and click Save. 
   Note: Leave the box unchecked if you do not want this information displayed on the registration and login pages.

Invite Users to Customer Portal

Customers can be invited to access the Customer Portal either at the customer level or the individual contact level. Invitations can also be sent programmatically using the API.

Preconditions

Before sending a Customer Portal invitation, ensure the following:

• The contact email address is valid.

• The email field contains only one email address.

• Email Delivery Preference is enabled within the Customer Account.

• The contact has permission to access the Customer Portal.

Users can be invited:

• At the Customer level (billing contact receives the invite)

• At the Contact level (specific contacts receive the invite)

Important Notes

• If a Parent/Child customer relationship exists with Bill-To-Parent configuration, send the invitation only to the Parent Customer.

• Email addresses must be entered in lowercase letters only.

• Portal invitations are valid for 72 hours. If the invitation expires, it must be resent.

Invite Users to the Customer Portal via API

You can invite users individually or in bulk using the Customer Portal API.

Refer to the API Documentation for details on the invitation endpoints and payload requirements.

Invite Users to the Customer Portal via the UI

Follow these steps to send a Customer Portal invitation to the billing contact associated with a customer account.

Steps

1. In the left navigation menu, click Customer Accounts. The Customer Accounts page is displayed. 
2. Locate the customer record for which you want to send the portal invitation.
3. Click the three-dot menu (⋮) next to the customer record.
   
4. Select Send Portal Invite. The Invite Customer to Customer Portal confirmation dialog box appears.
   
5. Click SEND to confirm the invitation.  
6. If the Email delivery preference is not enabled, the following error message will appear: “Please enable the Email Delivery Preference for this customer.”
   

Grant Portal Access

Once the Email Delivery Preference is enabled and a valid email address is added for the contact, the Grant Portal Access option becomes available.

Steps

1. In the left navigation menu, click Customer Accounts. The Customer Accounts page is displayed. 

2. Locate the customer record.

3. Click the three-dot menu (⋮) next to the customer.
   

4. Select Grant Portal Access. The Grant Portal Access for Customer confirmation dialog appears.
   

5. Click SEND.

Once completed:

• Portal access is granted to the customer.

• A confirmation message appears indicating that portal access has been granted.

• An Access Granted email is automatically sent to the customer's email address.

Accessing the Customer Portal

After receiving the Access Granted email, the customer can:

1. Open the email notification.
   

2. Click LOGIN HERE.

3. This will redirect the user to the Customer Portal login page, where they can access:

• Account balance

• Invoices

• Payments

• Customer billing information

Manage Customer Portal Access

Administrators can manage Customer Portal access for customers and individual contacts. This includes disabling portal access, re-enabling access, or resending portal invitations when needed.

Disable Portal Access by Customer

Portal access can be disabled for one or more customers directly from the Customer Accounts page.

Steps

1. In the left navigation menu, click Customer Accounts. 

   The Customer Accounts page is displayed.
   

2. Select one or more Customers that have enabled Portal Access. 
3. Click Actions >Disable Portal Access. 
   The Disable Portal For Customers confirmation dialog box appears.

4. Click DISABLE PORTAL FOR 1 RECORD. A confirmation message appears: “Portal access for the selected customer(s) has been disabled.”

   Note: Disabling portal access at the customer level revokes portal access for all associated users.

Disable Individual Portal Access

You can disable portal access for a specific contact associated with a customer account.

Steps

1. In the left navigation menu, click Customer Accounts.
2. Click the desired customer. 
3. Scroll down to More Details > Contacts. 
   The contact details are displayed.
   
4. Locate the contact whose portal access you want to disable.
5. Click the three-dot menu (⋮) next to the contact. 
6. Select Disable Portal Access. 
   The Disable Portal Access confirmation dialog box appears.
   
7. Click CONTINUE. 

8. A confirmation message appears: “Portal access for '<contact name>' has been disabled.”

Re-Enable Portal Access

If portal access was previously disabled, it can be re-enabled for the contact.

Steps

1. In the left navigation menu, click Customer Accounts. The Customer Accounts page is displayed.
2. Click the desired customer. 
3. Scroll down to More Details > Contacts. 
   The contact details are displayed.
   
4. Locate the contact whose access needs to be restored.
5. Click the three-dot menu (⋮) next to the contact.
6. Click Re-enable Portal Access. 
   The Re-enable Portal Access for Contact confirmation dialog box appears.
   
7. Click RE-ENABLE. 

8. A confirmation message appears: “Portal access has been re-enabled for '<contact name>'.”

Re-Send Portal Invite

If the Portal Status for a contact is Pending, it means the invitation email has already been sent but the user has not yet activated their portal access. In this case, you can resend the invitation.

Steps

1. In the left navigation menu, click Customer Accounts. The Customer Accounts page is displayed.
2. Click the desired customer. 
3. Scroll down to More Details > Contacts. 
   The contact details are displayed.
   
4. Locate the contact.
5. Click the three-dot menu (⋮) next to the contact.
6. Click Re-send Portal Invite. A new Customer Portal invitation email will be sent to the contact.

Note: The Re-send Portal Invite option is available only when the Portal Status is Pending. Once the user activates their portal account, the status changes to Enabled.

Customer Portal Roles & Permissions

In the left navigation menu, click Setup> Organization Structure > Roles & Permissions to establish permissions for users with access to the Customer Portal. 

Customer Portal Roles include: 

• Setup
• Manage Portal Users

Assign Roles & Permissions

1. In the Customer Portal section, select the Activities this role should have access to. 
2. Then for each activity, assign granular permissions for each action such as List, View, Add, Edit, or Delete.
3. Save when finished.

Parent/Child Customers & Portal Access

Parent Customers with Child Customers must have Customer Portal enabled at the Child Customer level in order to view invoices within the Customer Portal. 

Note: To learn how customers can update their subscriptions, see the Subscription Management on Self-Service Checkout Portal article. These steps apply to the Customer Portal as well.

Reference: Rules, Limits, and Defaults

Frequently Asked Questions (FAQ)