Customer Portal FAQ & Troubleshooting

Answers to common questions and solutions for portal issues.

Frequently Asked Questions

General Questions

Do I need to create an account to view my documents?

No. The customer portal uses secure links that don't require login. Simply click the link in your email or message to access your document.

Is it safe to pay through the portal?

Yes. All payments are processed through secure, PCI-compliant payment providers (Stripe, PayPal, or Square). Your payment information is encrypted and never stored in WorkSnap.

Can I access my documents later?

Yes. Invoice and estimate links generally remain active. If a link stops working, contact the business to request a new one.

Why didn't I receive an email?

Check your spam/junk folder first. If not there, verify your email address with the business and ask them to resend.

Can I forward the link to someone else?

You can, but be careful—anyone with the link can view the document. Only share with people who should have access (like a spouse reviewing a household expense).

Invoice Questions

How do I know my invoice is legitimate?

Legitimate invoices:

• Come from an email address you recognize
• Reference work you agreed to
• Match amounts you expect
• Show the business's correct name and contact info

If anything seems suspicious, contact the business directly using contact information you already have (not from the email).

Can I pay part of my invoice now?

If the business allows partial payments, you'll see an option to enter a custom amount. If you only see a Pay Now button for the full amount, partial payments aren't enabled for that invoice.

What if I disagree with the invoice amount?

Click Contact or Ask a Question on the invoice page to send a message to the business. Or contact them directly using their business phone number or email.

My invoice says "Overdue"—what does that mean?

The due date has passed and payment hasn't been received. Pay as soon as possible to avoid any late fees (if applicable) and to maintain your good relationship with the business.

I already paid—why does my invoice still show a balance?

Possible reasons:

• Payment is still processing (especially bank transfers, which take 3-5 days)
• Payment was recorded but not yet synced
• You paid through a different method that wasn't recorded

Contact the business to verify payment status.

Estimate Questions

What happens when I approve an estimate?

When you approve:

1. You'll sign electronically (type or draw your signature)
2. If a deposit is required, you'll pay it
3. The business is notified
4. Work can be scheduled

Approving an estimate is typically agreeing to the scope and pricing outlined.

Can I ask questions before approving?

Yes. Click Ask a Question on the estimate to send a message to the business. They'll respond to clarify before you need to decide.

What if I want changes to the estimate?

Click Ask a Question or contact the business directly. They can revise the estimate and send you an updated version to review.

Does "Decline" mean I'm canceling forever?

Not necessarily. Declining indicates you don't want to proceed with that estimate as written. You can always discuss changes with the business and they can send a new estimate.

The estimate says it's expired—what do I do?

Contact the business. They can send a new estimate if you're still interested. Pricing may change on a new estimate.

Payment Questions

Why isn't there a "Pay Now" button?

The business may not have online payments enabled. Contact them directly to arrange payment by check, cash, or other method.

Which payment methods can I use?

Options vary by business. Common options include:

• Credit/debit cards (Visa, Mastercard, Amex, Discover)
• Bank transfer (ACH)
• PayPal

You'll see available options when you click Pay Now.

Is there a fee for paying online?

The business determines whether to pass along any processing fees. Any fees would be shown before you confirm payment.

How long until my payment shows up?

• Credit/debit cards: Usually immediate or within minutes
• Bank transfers (ACH): 3-5 business days
• PayPal: Usually immediate

Can I get a receipt?

Yes. After payment:

• A receipt shows on screen
• A receipt is emailed to you
• You can download/print the receipt

Can I pay with Apple Pay or Google Pay?

This depends on the business's payment setup and your browser. If available, these options appear during checkout.

Download & Print Questions

How do I download a PDF?

Click the Download PDF button or download icon on the document page. The PDF saves to your device's default download location.

Can I print the document?

Yes. Either:

• Click Print if available on the page
• Download the PDF and print from your PDF reader
• Use your browser's print function (Ctrl/Cmd + P)

The PDF won't open—what's wrong?

You need a PDF reader. Most devices have one built in. If not, download Adobe Acrobat Reader (free) or use your browser's built-in PDF viewer.

Signature Questions

How do I sign an estimate?

When you click Approve:

1. Review the estimate details
2. Choose signature method (type or draw)
3. Type your name or draw your signature
4. Click Submit or Confirm

My signature didn't save—what happened?

Try:

• Using a different browser
• Using your phone/tablet (touchscreen works well)
• Ensuring stable internet connection
• Clicking the save/submit button (don't just close the page)

Is an electronic signature legally binding?

Electronic signatures are legally recognized in most jurisdictions for contracts like service estimates. The signature is timestamped and recorded.

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Troubleshooting Guide

Link and Access Issues

"Link Expired" or "Link Not Found"

Problem: The portal link doesn't work or shows an error.

Solutions:

1. Check if the estimate has expired (estimates have validity dates)
2. Contact the business to request a new link
3. They can resend the document, which generates a fresh link

Link Opens Wrong Document

Problem: You clicked a link but see a different document than expected.

Solutions:

1. You may have clicked an old link
2. Check your email for the most recent message
3. Contact the business for the correct link

Page Won't Load

Problem: Clicking the link shows a blank page or loading forever.

Solutions:

1. Check your internet connection
2. Refresh the page (Ctrl/Cmd + R)
3. Clear browser cache
4. Try a different browser (Chrome, Firefox, Safari, Edge)
5. Disable ad blockers temporarily
6. Try incognito/private browsing mode

"Access Denied" or "Unauthorized"

Problem: Error message saying you can't access the document.

Solutions:

1. The link may have been deactivated
2. Contact the business for a new link
3. Verify you're using the correct link

Payment Issues

Payment Failed/Declined

Problem: Payment doesn't go through.

Solutions:

1. Check card details - Verify number, expiration, CVV
2. Check funds - Ensure sufficient balance
3. Contact bank - They may have flagged the transaction
4. Try different card - Use another payment method
5. Try later - Temporary issues sometimes resolve

"Payment Processing" Stuck

Problem: Payment seems to be processing endlessly.

Solutions:

1. Don't click pay again (may cause duplicate charge)
2. Wait a few minutes
3. Check email for receipt (may have processed)
4. Refresh the page to see updated status
5. Contact the business if unsure

Charged But Invoice Still Shows Balance

Problem: You paid but the invoice doesn't show it.

Possible causes and solutions:

1. Processing delay - Wait a few minutes and refresh
2. Bank transfer - ACH takes 3-5 business days
3. Sync delay - Payment will appear soon
4. Contact business - They can verify and update if needed

Double Charged

Problem: You were charged twice for the same invoice.

What to do:

1. Don't panic—this is usually resolvable
2. Document both charges (screenshots, statements)
3. Contact the business immediately
4. They can refund the duplicate
5. If unresponsive, contact your bank

Display and Viewing Issues

Document Looks Wrong or Cut Off

Problem: Formatting issues on the document.

Solutions:

1. Try a different browser
2. Try a different device (computer vs. phone)
3. Download the PDF for proper formatting
4. Zoom out if content is cut off
5. Rotate device to landscape mode

Images Not Loading

Problem: Logo or other images appear broken.

Solutions:

1. Refresh the page
2. Check internet connection
3. Disable ad blocker
4. Images may be blocked by your network

Mobile Display Issues

Problem: Hard to view or use on phone.

Solutions:

1. Rotate to landscape mode
2. Zoom in/out as needed
3. Try a different mobile browser
4. Request PDF and view in PDF app
5. Use a computer for complex actions

Signature Issues

Signature Box Not Appearing

Problem: Can't find where to sign.

Solutions:

1. Click Approve button first
2. Scroll down to find signature area
3. Try different browser
4. Disable browser extensions

Signature Not Saving

Problem: You sign but it doesn't submit.

Solutions:

1. Ensure stable internet connection
2. Click the submit/confirm button
3. Don't close the browser until you see confirmation
4. Try drawing signature instead of typing (or vice versa)
5. Try different browser or device

Touch Signature Not Working

Problem: Can't draw signature on touchscreen.

Solutions:

1. Clean your screen
2. Remove screen protector if very thick
3. Try using a stylus
4. Switch to typing your name instead
5. Try different browser

Email Issues

Didn't Receive Email

Problem: No email with document link.

Solutions:

1. Check spam/junk folder - Most common issue
2. Search email - Search for sender's business name
3. Check address - Verify correct email is on file
4. Contact business - Ask them to resend
5. Whitelist sender - Add their domain to contacts

Email Marked as Spam

Problem: Legitimate emails going to spam.

Solutions:

1. Mark message as "Not Spam"
2. Add sender to contacts
3. Whitelist the sender's domain
4. Check email provider settings

Links in Email Not Working

Problem: Clicking link in email doesn't work.

Solutions:

1. Try copying link and pasting in browser
2. Right-click and "Open in new tab"
3. Your email client may be blocking links
4. Try viewing email in webmail instead of app

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Getting More Help

If you can't resolve an issue:

Contact the Business

The business that sent you the document is your first point of contact:

• Use contact information on the document
• Reply to the original email
• Call their business phone number
• Use the Contact or Ask a Question button in the portal

What to Include When Asking for Help

• Document type (invoice/estimate)
• Document number (if visible)
• What you were trying to do
• What happened (error messages, etc.)
• Device and browser you're using
• Screenshots if possible

If Payment Issues Involve Your Bank

Contact your bank or card issuer if:

• Payment declined for unknown reason
• Suspecting fraudulent use of your card
• Needing to verify a charge
• Requesting a chargeback

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Quick Reference

Common Error Solutions

Error	Quick Fix
Link expired	Contact business for new link
Page won't load	Try different browser, clear cache
Payment declined	Check card details, contact bank
No Pay button	Business hasn't enabled online payments
Signature won't save	Use different browser, check connection
Email not received	Check spam, contact business

Support Contact

For issues with your document, contact the business directly. They can:

• Resend documents
• Update your email
• Adjust amounts
• Process refunds
• Answer questions

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