Your customer portal
Overview
The customer portal is your access to everything that runs between you and your provider: cases, documents, files and messages. You only ever see what has been released to you — nothing that concerns other customers.
The start page summarises what is currently open. Which tiles appear depends on the areas your provider has enabled: open quotes, contracts, open items, projects, open tickets and pending acceptances. The Open items tile shows the total of your open invoices less open credit notes — per currency and with the same figure as your provider's accounts; a click takes you to the invoice list. If an area is not enabled, it does not appear at all — so nothing is missing that ought to be there.
Core tasks
Read notifications. The bell in the top right shows how much is new. One click opens the latest messages; Show all takes you to the full list. Messages lead you straight to the case concerned.
Working for several companies of a group. If your provider has enabled your access for further companies of your group, a Choose customer selector appears at the top right. You always work in exactly one company: overview, documents, projects and your rights apply to the chosen company. Rights can differ per company — for example invoices only at the subsidiary. If a notification leads to a case of another company, the portal switches there when you click it. Whatever you change, approve, upload or download in an enabled company is recorded in your provider's portal log; merely viewing is not.
Reminder of pending approvals. If a quote or an acceptance has been waiting a few days for your decision, the portal reminds you once (bell and email, with a jump to the approval). How many days that is, your provider decides; under Profile → Notifications you can switch the reminder off.
Maintain your profile. Under Profile you change your name, your display language, your password and your sign-in address. The language takes effect immediately across the whole portal — including this help.
Also receive notifications by SMS or WhatsApp. Under Profile → Notifications by SMS or WhatsApp choose a channel, enter your mobile number in international format (e.g. +49 151 23456789) and give your explicit consent. From then on your notifications also arrive as a short message — title, short text and the address of your portal — in addition to the portal and email. Which events you receive is still decided by your notification settings. Portal and email only withdraws the consent; number and consent are removed. Only channels your provider has set up are offered.
Change your sign-in address. Under Profile enter the new email address, confirm with your current password and choose Change address. The portal sends a confirmation link to the new address; it only applies once you open the link there. Until then the profile shows the new address as "awaiting confirmation", and you keep signing in with the previous one. The change ends all sign-ins — afterwards you sign in again with the new address.
End all sessions. Under Profile → Sign-ins you see the latest sign-ins to your access with time, IP address and device. End all sessions signs your access out everywhere — including on this device. Use it when you have lost a device or do not recognise a sign-in.
Secure your sign-in. Under Security you set up two-factor sign-in. You scan a QR code with an authenticator app and confirm a code once. The secret key is processed exclusively in your browser.
Required for invoices and quote approvals. If your provider requires two-factor sign-in for finance rights, the portal takes you straight to the setup after you sign in. Until it is set up, invoices and quote approval are locked — everything else (tickets, projects, files) works as usual; a notice at the top of every page leads to the setup. When it is required, two-factor sign-in cannot be switched off.
View your partner figures. If you take part in your provider's partner programme, the menu shows Partner programme. At the top you see three amounts: Open has accrued but is not yet earned — while cancellation and withdrawal periods run it can still change; Approved is earned and waits for the next payout; Paid out has already been transferred. Below are your partner details, your statements — one row per period with amount, status and payout document — and your referrals with arrival and expiry. Statements only appear once your provider has approved them; you never see drafts. You only ever see your own figures. Without a partner account the page tells you whom to contact.
Help for the current page. The question mark in the top right opens help for the page you are on. You can keep working while help is open.
Fields in detail
The overview itself only displays; entries live in profile and security.
Profile
| Field | Required | Values / format | What it does |
|---|---|---|---|
| Email address | yes | valid email address | Your sign-in address. A new address only applies once you open the confirmation link the portal sends to it; until then it shows as "awaiting confirmation" in the profile. An address already used by another access is rejected. |
| Current password (when changing the address) | yes, if you have a password | text | For security: without your password the sign-in address cannot be changed. Several wrong entries lock the access temporarily. |
| Display name | no | text | How you appear in messages and cases. |
| Language | no | one of the offered languages | The language the portal and mails to you appear in. |
Security
| Field | Required | Values / format | What it does |
|---|---|---|---|
| New password | yes | text, minimum length as specified | Sets your password anew. The requirements are shown as a hint on the field — they come from the provider's policy, not from a whim. |
| Confirm password | yes | the same text | Protection against typos. If the two do not match, nothing is changed. |
| Two-factor sign-in | no | set up or switch off | A second step at sign-in, on top of the password. On setting up you receive recovery codes — keep them: without the device and without the codes you cannot get back in. |
Sign-ins
| Element | From | What it does |
|---|---|---|
| Sign-in list | log of your last 20 sign-ins | Time, IP address and device per sign-in, plus valid or ended. |
| End all sessions | button with confirmation | Ends every previous sign-in, including the one on this device; afterwards you sign in again. |
Notifications
| Element | From | What it does |
|---|---|---|
| Notification list | cases that concern you | What has happened since your last visit — replies to requests, new documents, dates reached. A click jumps to the case. |
SMS and WhatsApp
| Field | Required | Values / format | What it does |
|---|---|---|---|
| Channel | no | Portal and email only · SMS · WhatsApp | The additional way notifications arrive. Portal and email only withdraws a consent given. |
| Mobile number | yes, for SMS or WhatsApp | international format, e.g. +49 151 23456789 | Where the short messages go. A number without country code is rejected. |
| Consent | yes, for SMS or WhatsApp | tick box | Without your consent no short message is sent. The time is recorded and shown in the profile. |
Partner programme
| Item | Source | What it does |
|---|---|---|
| Open | commissions from your referrals whose periods are still running | Not yet earned — the amount can still change through cancellation or withdrawal. |
| Approved | commissions checked by the provider | Earned; paid out with the next statement. |
| Paid out | settled commissions | Already transferred to you. |
| Partner number, status, payout type, payout method, minimum amount | your partner details at the provider | How and from which amount you are paid. A statement below the minimum moves on to the next period. |
| Statements | approved and paid settlement runs | Per period: amount, status (Approved or Paid out) and the payout document once transferred. |
| Referrals | your referral codes and links | Code, type, arrival and expiry — anything arriving later no longer counts for you. |
Settings & permissions
Your provider decides which areas you see. If the provider offers an area only for some of its brands, you see it only when your access belongs to one of those brands. The menu follows your permissions as well: Invoices, Orders, Licences, Quotes and Returns only appear when your access is enabled for them, Tickets, Projects and Contracts only with a matching permission, Partner programme only when you take part in your provider's partner programme. If you open such a page through an old link, you see a notice instead of an error. There is no setting in the portal that unlocks additional areas — contact your account manager for that.
Several people from one company can each have their own access. Every access is personal; do not share your password.
FAQ & troubleshooting
A menu item a colleague has is missing for me. Permissions apply per access. Your account manager can enable the area for your access.
I forgot my password. The sign-in page has Forgot password. You will receive an email with a time-limited link; there you enter the new password twice and then sign in with it.
A case has disappeared. Either it was completed and can be found among the closed ones, or the release was withdrawn. Your account manager can clarify.
The page looks different from the description. Your provider can adapt the portal to their brand — colours and logo then differ, the operation stays the same.
A case shows a different logo. If your provider works with several brands, every case page — project, ticket, quote, contract — shows the logo, name and colour of the brand that case belongs to. Sign-in, overview and the other pages carry the brand of your invitation; when you leave the case, the portal returns to it.