Follow the troubleshooting steps below to identify and resolve common problems.
Portal Access & Visibility
1. Why can't my customer open the Customer Portal?
If a customer cannot access their Customer Portal, check that they are using the correct link.
To troubleshoot:
Confirm the customer is using the portal link associated with their lead or job.
Open the email or SMS template used to share the portal.
Confirm the template contains the merge tag
{{Customer_Portal_Url}}.Test the template using a test lead or job to check that the correct portal link is generated.
Ask the customer to copy the full portal link into their browser and try opening it in a private or incognito window if the issue continues.
If the portal still does not open, contact Movermate Support with the Job ID and a screenshot of the error.
2. Why are some Customer Portal sections missing?
Customers only see the sections enabled in your Customer Portal settings.
To troubleshoot:
Go to Settings → Forms & Links → Customer Portal.
Find Portal sections.
Check whether the required section is enabled.
Turn on the section if necessary.
Save your changes and check the live preview.
Available sections include:
Job Details
Estimate
Inventory
Photos
Signed documents
Invoice & payment
Job status
Some sections may also depend on whether the corresponding lead or job contains relevant information.
3. Why isn't the customer seeing the latest booking details?
If booking information appears outdated or incorrect:
Open the corresponding lead or job in the CRM.
Confirm the latest booking details have been saved.
Check that the customer is using the correct Customer Portal link.
Refresh the Customer Portal.
Compare the information displayed in the portal with the CRM record.
If the details still do not match, contact Movermate Support with the Job ID and screenshots showing the difference.
Booking Confirmation & Payments
4. Why can't my customer complete their booking confirmation?
Customers must complete the confirmation steps configured for their booking.
To troubleshoot:
Go to Settings → Forms & Links → Customer Portal.
Scroll to Booking confirmation steps.
Review the configured actions, such as Deposit, Details and Document.
Confirm that the required information and documents are configured correctly.
Ask the customer to check which steps are still incomplete.
If the customer has completed all visible steps but the booking is still not confirmed, contact Movermate Support with the Job ID and a screenshot.
Important: If confirmation settings were changed after a lead or job was created, verify which steps appear in that customer's portal.
5. Why isn't the deposit payment option showing?
The deposit payment option depends on the booking confirmation steps and your payment configuration.
To troubleshoot:
Go to Settings → Forms & Links → Customer Portal.
Open Booking confirmation steps.
Check whether a Deposit action has been added.
Confirm that the deposit amount is configured correctly.
Check that an eligible payment integration is connected and configured.
If the customer reports that they have already paid, review the job's payment history before requesting another payment.
6. Why can't my customer pay an invoice online?
The online payment option must be enabled, and an eligible payment integration must be configured.
To troubleshoot:
Go to Settings → Forms & Links → Customer Portal.
Locate Invoice & payments.
Confirm that Allow online payment is enabled.
Check that an eligible payment integration is connected.
Review the corresponding invoice and outstanding balance in the CRM.
If the payment button is available but the customer receives an error, contact Movermate Support with the Job ID, invoice number and screenshot of the error.
7. Why isn't the deposit reflected in the invoice balance?
A recorded deposit may need to be checked against the relevant invoice to confirm it has been applied correctly.
To troubleshoot:
Open the corresponding job in the CRM.
Review the payment history.
Confirm that the deposit was successfully recorded.
Open the relevant invoice and review its outstanding balance.
Check whether the deposit has been applied to that invoice.
Deposits recorded and applied to the invoice are reflected in the payment history and outstanding balance.
If the deposit is recorded but the invoice balance is incorrect, contact Movermate Support with the Job ID, invoice number and payment details.
Inventory, Photos & Documents
8. Why can't my customer edit their inventory?
Inventory editing depends on your portal settings and whether your team has locked the inventory.
To troubleshoot:
Go to Settings → Forms & Links → Customer Portal.
Find Inventory.
Confirm that Allow customers to edit inventory is enabled.
Check whether your team has locked the inventory in the CRM.
Customers can update their inventory only when editing is enabled and the inventory has not been locked.
If the customer still cannot make changes, contact Movermate Support with the Job ID and details of the issue.
9. Why aren't inventory changes showing in the CRM?
Inventory changes submitted through the Customer Portal should be reflected in the corresponding CRM record.
To troubleshoot:
Confirm that the customer saved or submitted their inventory changes.
Open the corresponding lead or job in the CRM.
Review the inventory items and quantities.
Check whether the updated items and quantities appear in the Customer Portal after refreshing the page.
Refresh the CRM to check the latest information.
Confirm that the customer used the correct portal link.If the information still does not match, contact Movermate Support with the Job ID, item names and quantities.
10. Why can't my customer upload photos or documents?
Customers can upload photos and documents when the relevant permissions are enabled.
To troubleshoot:
Go to Settings → Forms & Links → Customer Portal.
Find Photos & documents.
Confirm that Allow photo uploads or Allow document uploads is enabled.
Save your changes if you update the settings.
Ask the customer to try uploading the file again.
If the upload fails, note the file type, file size and any error message displayed.
Contact Movermate Support if the problem continues.
11. Can customers delete photos or documents they uploaded?
Customers cannot currently delete uploaded photos or documents directly from the Customer Portal.
If a customer needs to remove an incorrectly uploaded file, they should contact your team.
Authorised staff can manage uploaded files through the corresponding record in the Movermate CRM.
12. Why can't my customer see their signed documents?
Documents signed during booking confirmation can be accessed through the Signed documents section when available and enabled.
To troubleshoot:
Confirm that the customer completed the relevant document signing step.
Go to Settings → Forms & Links → Customer Portal.
Check that Signed documents is enabled under Portal sections.
Check that Show signed documents is enabled under Photos & documents.
Review the signed documents associated with the corresponding job in the CRM.
If the document exists in the CRM but is not visible in the Customer Portal, contact Movermate Support with the Job ID and document name.
Booking Changes & Job Progress
13. Can customers change their booking details directly?
After confirming their booking, customers can submit a change request rather than directly modifying their confirmed booking details.
To request a change:
Open Job Details in the Customer Portal.
Under Addresses & access, select Request change.
Enter the updated information in the relevant fields.
Submit the request.
Customers can request changes to contact information, booking details and pickup or dropoff information, where applicable.
Your team reviews the request before making changes to the confirmed job.
Important: Submitting a change request does not automatically update the booking.
14. Why isn't a customer's change request reflected in the job?
Customer change requests must be reviewed before the corresponding job details are updated.
To troubleshoot:
Confirm that the customer submitted the change request.
Open the corresponding job in the CRM.
Check whether the change request was received by your team through the configured notification or request-handling workflow.
Confirm whether the requested changes have been applied to the job.
If the request cannot be located, contact Movermate Support with the Job ID and details of the requested changes.
If a customer requests a change close to their service date, review the request promptly to avoid scheduling or service issues.
15. Why isn't the job progress updating in the Customer Portal?
The Job status section displays available progress information associated with the job.
To troubleshoot:
Go to Settings → Forms & Links → Customer Portal.
Confirm that Job status is enabled under Portal sections.
Open the corresponding job in the CRM.
Review the current job status and relevant crew jobsheet updates.
Refresh the Customer Portal.
If the status displayed to the customer does not match the recorded job progress, contact Movermate Support with the Job ID and relevant screenshots.
Important Reminders
Always use the correct Customer Portal link for each lead or job.
Enable only the portal sections you want customers to access.
Save configuration changes and review the live preview.
Check payment records before asking a customer to pay again.
Customers can request changes to confirmed booking details, but your team must review and action those requests.
Use a test lead or job when checking portal configuration changes.
Still Need Help?
If the issue continues, contact the Movermate Product Experts at 📧 [email protected].
To help us investigate, please provide:
Job ID or lead reference
A brief description of the issue
Screenshots of any error messages
The steps you have already tried
We're here to help.