Customer portal

The customer portal is the website where a FieldRoutes customer signs in to see and manage their own account: pay, sign agreements and forms, review the technician, and update contact and reminder details. The research looked at the portal only from the office side. It covers 13 screenshots that touch the portal (3 placed here and 10 from other blocks): the portal entry points on the Customer Card, the portal options in Customer Communication and Billing Preferences, the portal signing-page texts, review settings, and the On My Way / Live Technician View page. Nobody opened a real customer portal session, so everything a customer sees or does is either documented in an official manual or unknown.

In short

• FieldRoutes has no portal admin area of its own. Portal behavior comes from options in two settings pages: Customer Communication (access, auto-login links, cancellation, uploads, online payments) and Office Preferences > Billing Preferences (payment caps, renewal and plan display, tips). Observed, 281-customer-communication-preferences-editor, 220-office-billing-preferences-editor.
• Portal access is set once for the whole office: All Customers, Active Customers, or Disabled. This account uses All Customers. Observed, 281-customer-communication-preferences-editor.
• Links in portal emails sign the customer in automatically and expire after two weeks. Usernames cannot change. Documented, Customer Portal: Overview.
• For linked properties, access is one-way. A master portal account can open and pay its child properties. A child account cannot open the others. A payment to one property does not pay the others. Documented, Properties manual.
• The portal is shared with the SalesRoutes mobile sales app for contract signing. Both use the same "Agree" tab texts above the terms initials and the AutoPay authorization initials. Observed, 312-communication-section-31-editor, 313-communication-section-32-editor.
• The portal is also where customers rate technicians. Those ratings feed the dashboard's Technician Ratings card and the Customer Feedback report. Observed (vendor help text), 392-dashboard-metric-help-4.
• The research gives low confidence here. Desktop settings exist, but no portal login, payment, signature, link expiry or property isolation was tested. Source: assessment.

Getting a customer into the portal (partly observed, partly documented). The office sets who may use the portal under Customer Portal Access. On a Customer Card, staff can send the portal password by email or text, or open the customer's Portal Login. These buttons were seen but not pressed (014-customer-admin). Per the manual, links in portal emails sign the customer in automatically and expire after two weeks. A separate login and recovery path exists, and usernames cannot change (Portal manual). Not tested: link expiry, revocation, password recovery, or what a forwarded link exposes.

What a customer can do (documented, not tested). The manual says customers can manage their contact and reminder information, make payments and manage stored payment sources. Plan and prepay display depends on office settings and timing. Positive feedback can prompt a separate social review (Portal manual). The office options show the same areas: online payments, payment receipts, file uploads, service cancellation, renewal and plan display, and reviews (observed settings, 281-customer-communication-preferences-editor, 220-office-billing-preferences-editor). The official payments product page also advertises customer-portal payments (public vendor claim).

Paying in the portal (settings observed, outcome untested). Online payments are switched on with Enable Online Payments. Each payment is capped by Customer Portal Max Payment Limit, set separately for residential and commercial properties (2000 each in this account). "Portal Payment Method on Account" makes sure at least one payment method always stays on file. Its tooltip says this should match the company's contract with its clients and to ask legal counsel. Tips need FieldRoutes Payments. 220-office-billing-preferences-editor, 281-customer-communication-preferences-editor. No payment was made.

Linked properties (documented, not tested). A master portal account can navigate and pay its child properties. Child accounts cannot see the other linked accounts. Payments stay with one property and do not spread across sites. Each linked site keeps its own card, billing, invoices, subscriptions and documents (Properties manual). In the account, only the empty "Link a Property" search was seen (011-customer-properties).

Signing agreements and forms (texts observed, signing untested). The portal has a "sign agreement" page and a "sign form" page. Each has its own rich-text welcome title (310-communication-section-29-editor, 311-communication-section-30-editor). When a customer signs a contract in the portal or in SalesRoutes, the Agree tab shows an acknowledgement above the terms initials and an authorization text above the AutoPay initials. If the office leaves these blank, FieldRoutes uses a standard text (312-communication-section-31-editor, 313-communication-section-32-editor). The office can require an Electronic Consent Agreement before any other contract (296-communication-section-15-editor). Whether that is enforced was not tested. The Contracts vs Forms manual says custom Forms give up some Contract automation, and inline signature rules and mobile-image support differ by template (Contracts vs Forms). No signature was made.

Renewals, plans and prepayment (settings observed). Customer Portal Display Renewals chooses when renewals show: Do Not Display, Always Display, or a window of 30, 60, 90, 180 or 360 days (30 days here). Customer Portal Plan Display chooses Do Not Display, Show Details Only, or Details plus a 30, 60, 90 or 180 day prepay offer (180 days here) (220-office-billing-preferences-editor). Prepay emails, SMS and prepayment letters carry a portal prepayment link placeholder (281-customer-communication-preferences-editor, 339-prepayment-letter-preview). No personal link was used.

Reviews and ratings (settings observed). "Enable Customer Portal Reviews" decides if customers can leave reviews in the portal. Turning it off removes all review fields from the portal. Per the tooltip, it also stops new website reviews for Marketing Suite customers who use the PestReviews integration (307-communication-section-26-editor). Separately, the "Review link option" controls the link in the "Let Us Know How We Did" section of service follow-up emails. The choices are hide the link, point it to the FieldRoutes review feature in the portal, or use a custom URL (email only). The link text is always "Please click here to review your technician!" (308-communication-section-27-editor). Portal ratings feed the dashboard Technician Ratings card and the Customer Feedback report (392-dashboard-metric-help-4, 075-report-customer-feedback). Whether the PestReviews integration is connected was not checked.

Live Technician View (observed, blocked for an unknown reason). The On My Way page says the Customer Portal is needed for Live Technician View but not for the basic On My Way text. Technicians must also allow app location access. The page says SMS is configured and the portal is turned on, yet both checkboxes and Save are disabled. The research does not know why (184-mobile-on-my-way).

Cancelling service in the portal (setting observed). "Customer Portal Service Cancellation" is No in this account. Its tooltip warns that applicable law may require a "cancel online" option for end users (281-customer-communication-preferences-editor). No cancellation was tested.

• Customer Portal: Overview (updated 2026-10-09): auto sign-in links expire in two weeks, fixed usernames, self-service, master/child access, review prompt.
• The Customer Card: Properties Tab (Merge and Link) (updated 2025-12-16): master/child portal access, payments per property.
• Contracts vs Forms: signature and automation differences between Contracts and Forms.
• Customer Portal (category page): only a list of portal articles, not a manual.
• Public product page: Payment Processing advertises customer-portal payments (vendor claim).