A customer cannot open their page

Why a customer's page link stops working, why they are asked for a code, and how to get them back in.

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What it is#

A customer taps the link to their page and sees a message instead of their visits, or they can see the page but are asked for a code.

The short answer: "This link is not recognised." means that link no longer works, usually because it was revoked or replaced by a new one. "This link is no longer available." means your account is not live. A code is only asked for when the customer wants to change their access instructions: it is sent to the email address on their record.

When to use it#

Use these checks when a customer says their page will not open, or that they cannot update how to get in.

How to do it#

  1. Ask what the page says.
  2. If it says "This link is not recognised.", open the customer's record and find the card Customer page. If it shows a red Revoked date, the link has stopped. Press Revoke and re-issue to email them a new one.
  3. If they are using an old email, its link may have been replaced by a newer one. Ask them to use the latest email, or press Revoke and re-issue. Send link sends the current link again.
  4. Check whether Revoke all customer links was used on the Customers page. That stops every customer's link at once. If nobody was sent a new link, send each one again from their record.
  5. If it says "This link is no longer available.", your account is paused or closing. See the article on billing.
  6. If the page opens but they cannot change their access instructions, it is the code step. They press Email me a code, and a six-digit code goes to the address on their record. It lasts 15 minutes. Three wrong tries end that code, and they ask for a new one.
  7. If the customer has no email address on their record, no code can be sent and the page tells them to contact you. Add their address, or change the access instructions yourself on the property.
  8. If Send link cannot be pressed, the customer has no email address. Add one first.

What your customer sees#

A re-issued link arrives by email. Their page shows their planned and past visits, each with the day and the morning or the afternoon, never a clock time.

What happens next#

The new link works at once and the old one stops. You can see on the Customer page card when the link was sent and when it was opened.

Good to know#

  • A customer whose service has ended can still open their page. It says their account has ended, and their past visits stay there to look back on.
  • A deleted customer's link stops for good.
  • The same page link email is sent at most once a day. A second press that day sends nothing.
  • Opening the page never needs a code. Only changing access instructions does.
  • The Customer page card is not shown for a lead.
  • This works the same in automatic mode ("Let the diary plan itself") and self mode ("I place visits myself").

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