How to Choose or Switch Between Your Accounts
The Customer portal always shows one of your accounts at a time. If your sign-in is linked to several accounts, for example several sites or branches, you pick one on the Choose an account page, and you can go back to it at any time from the account name at the top of the menu. If your sign-in is linked to just one account, the portal opens it for you and you never need to choose.
How do I choose which account to look at in the Customer portal?
After you sign in, the Customer portal shows Choose an account when your sign-in is linked to more than one account: select the account you want and the portal opens its Home page, with the menu for that account beside it. Until you choose, the menu lists no pages, because every menu item is about one account. On a computer screen, your name and Sign out are still at the bottom of the menu.
- Sign in to the Customer portal.
- Find the account on the Choose an account page. The accounts are listed in alphabetical order of name, each with its account code and address under it.
- Select the account. Its Home page opens, and the menu shows Home, Account, Calls and the other pages your sign-in may use.
The page tells you how many accounts are linked to your sign-in. If there are more than three, a Search box appears above the list: type part of an account's name, code or address, and the list narrows as you type. The search looks anywhere in the name, code or address, so you do not need to know how the name starts. If nothing fits, the page says No account matches followed by what you typed; clear the box to see every account again.
The Customer portal does not remember which account you looked at last, and you cannot set one as your default: each time you sign in with several accounts, you start on Choose an account. To go straight to the account you use most, open its Home page and bookmark it in your browser; the bookmark includes the account, and after you sign in it takes you there. You also cannot hide, rename or remove an account in the list yourself: ask your service provider to change which accounts your sign-in reaches.
How do I switch to another account in the Customer portal?
To switch accounts, select the account name at the top of the Customer portal menu, marked Account · press to switch. This takes you back to Choose an account, where you pick another one. On a phone, or any narrow window, the menu along the bottom of the screen has no account name to select. Turn the phone sideways, or widen the window: on a screen that is wide enough, the full menu appears down the side with the account name at the top. If it still does not, open the Customer portal address your service provider gave you again: while you are signed in, it takes you straight to Choose an account.
There is no view of all your accounts together: calls, visits, balances and invoices are always shown for one account at a time. To check several sites, switch to each account in turn, or ask your service provider for a summary across all of them.
The account name at the top of the menu shows the name of the account you are looking at, with its account code under it. When your sign-in has only one account, the same place says Your account instead, and it is not a button, because there is nothing to switch to.
Choose an account checks again which accounts your sign-in reaches each time it opens. If your service provider changes the accounts linked to your sign-in, the Customer portal may ask you to sign in again; sign in as usual, and Choose an account then lists the accounts your sign-in reaches now.
Why does the Customer portal say an account is not one my sign-in reaches?
The message That customer account is not one this sign-in reaches. means the page you opened belongs to an account your sign-in is not linked to, for example from a link somebody else sent you, or an old bookmark after your service provider changed your accounts. Select Choose another account in the message to go back to your own accounts.
Your service provider decides which accounts each sign-in reaches. If an account you expect is missing from Choose an account, contact them and ask them to add it to your sign-in.
Can other companies see my calls or invoices in the Customer portal?
No. Each Customer portal sign-in reaches only the customer accounts your service provider has linked to it, so a sign-in belonging to another company cannot open your calls, visits, account details, account history or invoices, and yours cannot open theirs. This holds for every page and every download, not only for what the menu shows: a page, a call or a document for an account a sign-in is not linked to is refused with That customer account is not one this sign-in reaches. or That call is not one this sign-in reaches. The refusal is the same whether or not the thing asked for exists, so it gives nothing away about anyone else's account.
The people who can see your account in the Customer portal are those whose sign-ins your service provider has linked to it, usually your own colleagues, each with their own sign-in. Your service provider's own notes about your account are not shown in the Customer portal to anyone, you included, and nobody at your service provider can read your password.
If you think someone who should not see your account has a sign-in to it, for example a colleague who has left, ask your service provider to switch that sign-in off or unlink your account from it. Only they can see and change who is linked to which account.
What if no account is linked to my Customer portal sign-in?
If the Customer portal says No customer account is linked to this sign-in; ask the company., your email address and password are right, but your service provider has not linked any of your accounts to your sign-in yet. Contact them and ask them to link your account; you do not need a new password.