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

Table of Contents

• Configure Customer Portal
  • Sandbox Access
  • Customer Portal Setup
  • Terms & Conditions and Privacy Policy Links
• Invite users to Customer Portal
  • Invite Users to the Customer Portal via API
  • Invite Users to the Customer Portal via the UI
    • Invite Individual Customer Contacts to Customer Portal
    • Grant Customer Portal access for contacts to access multiple Customer Accounts
• Manage Customer Portal Access
  • Disable Portal Access by Customer
  • Disable Individual Portal Access
  • Re-Enable Portal Access
  • Re-Send Portal Invite
• Customer Portal Roles & Permissions
• Parent/Customers & Portal Access

Configure Customer Portal

Sandbox Access

Contact Ordway Support to enable the Customer Portal feature in an Ordway sandbox environment.

Customer Portal Setup

Once the Customer Portal feature has been enabled, navigate to Menu > Setup > Customer Portal.

 

Steps:

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.

Example: testcompany.ordwaylabs.com/portal

1. 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:

Example: testcompany-sandbox.ordwaylabs.com/portal

2. 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.

Related Article:

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. (Available in January 2024 release).

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

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.

Read more about Managing Templates. 

Terms & Conditions and Privacy Policy Links

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

Steps: 

1. Navigate to Menu > 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

Preconditions:

• Before inviting any contacts to the portal, ensure that the email address in the contact email field is valid. There should only be one email address in the field.
  • Refer to Option 2 in this article to send an email to all Customer Contacts. 
• Email Delivery Preference also must be enabled within the Customer Account in order to route the Customer Portal invitation. 

Invite users to the Customer Portal at either the Customer level or individual contact level. When inviting users at the Customer level, only the billing contact receives an email invitation to the portal.

Invite users through either API or the UI. 

Important Notes:

• When a Parent/Child relationship exists and it is a bill-to-parent setup, invite only the Parent Customer.
• Enter email addresses in lower case letters only. 
• Invitations are valid for 72 hours only. Once expired, an invitation must be resent.

Invite Users to the Customer Portal via API

An API can be used to invite individual users and in bulk. Access our API documentation here.

Invite Users to the Customer Portal via the UI

Steps:

1. Navigate to Menu > Customer Accounts > More Menu > Send Portal Invite. This option sends an invitation only to the billing contact associated with the Customer.

2. Click Send to confirm.

Invite Individual Customer Contacts to Customer Portal

Steps:

1. Navigate to Menu > Customer Accounts.
2. Open the desired customer and scroll down to the Contacts section.
3. Click the checkbox for all contacts that apply and click Send Portal Invite from the Actions list or use the Actions menu for each individual user to invite.

 

Grant Customer Portal access for contacts to access multiple Customer accounts

When users need to manage invoices and payments for more than one customer account, additional account access is granted through the portal.

Complete the following steps to grant additional account access for a user with an existing account. 

Steps:

1. Navigate to Menu > Customer Accounts.
2. Open the desired customer and scroll down to the Contacts section.
3. Click the gear icon for the contact to grant access to and select Grant Portal Access. 
4. The contact is updated to Enabled and an Access Granted email is automatically generated and sent to the recipient. 

Manage Customer Portal Access

Disable Portal Access by Customer

Steps:

1. Navigate to Menu > Customer Accounts.
2. Select one or more Customers that have enabled Portal Access.
3. Under Actions, click Disable Portal Access.

Note: Disabling Portal Access at the Customer level revokes access to the Customer Portal for all enabled users.

Confirm disabling the Customer Portal. 

 

Disable Individual Portal Access

Steps:

1. Navigate to Menu > Customer Accounts.
2. Open the desired customer and scroll down to the Contacts section.
3. Click the checkbox for all contacts that apply and click Disable Portal Access from the Actions list or use the Actions menu for each individual user to disable.

Re-Enable Portal Access

After a portal user’s access is disabled, their access can be re-enabled. 

Steps:

1. Navigate to Menu > Customer Accounts.
2. Open the desired customer and scroll down to the Contacts section.
3. Click the gear icon for the individual contact and click Re-enable Portal Access from the Actions drop-down.
4. Click the checkbox for all contacts that apply and click Re-enable Portal Access from the Actions drop-down.

Re-Send Portal Invite

Resend a Customer Portal invite when requested by a user.

Steps:

1. Navigate to Menu > Customer Accounts.
2. Open the desired customer and scroll down to the Contacts section.
3. Click the gear icon for the individual contact and click Re-send Portal Invite from the Actions drop-down.

Customer Portal Roles & Permissions

Navigate to Menu > Organization Structure > Roles & Permissions to establish permissions for users with access to the Customer Portal. 

Customer Portal Roles include: 

• Setup
• Manage Portal Users

Activity	Permission Types	Actions allowed
Setup	List, View	Read Only
	Add, Edit, Delete	Update setup settings
Manage Portal Users	List, View	Read Only
	Add/Edit	Enable portal access for contacts
	Delete	Disable portal access for 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.