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ShopView Customer Portal - FAQ and Troubleshooting Guide

ShopView Customer Portal - FAQ and Troubleshooting

This guide covers everything our customers ask about the ShopView Customer Portal. It is built from real support tickets and is the source of truth for Fin AI Agent.

What is the Customer Portal?

The ShopView Customer Portal is a branded, all-in-one space where your customers can:

  • Log in to view their invoices and payment status

  • Approve or comment on work orders and estimates

  • Submit new service requests (with location and asset selection)

  • View, add, and manage their assets / units

  • Pay invoices online via Stripe / Shop Pay (card or, where supported, bank transfer / ACH)

Payment methods available include:

  • Stripe Integration: Customers can pay invoices through the Customer Portal, merchants can process payments on behalf of customers, and in-person payments can be made using a Stripe card reader.

  • ShopPay: A built-in payment solution for seamless online transactions, with automatic recording and reconciliation.

  • Credit/Debit Card

  • Bank Transfer (ACH)

Customer login URL: https://portal.shopview.com/login

To access the Customer Portal from inside ShopView: click your Company name in the top-right corner, then select Customer Portal from the dropdown.

Frequently Asked Questions

How do I invite a customer to the portal?

Open the customer's contact in ShopView and trigger the portal invitation.

To enable Portal Access for a customer, navigate to their profile in ShopView, go to the Contacts tab, and enable the Portal Access option for the desired contact.

The customer will receive an email with a one-time link to set their password and sign in. If they don't see it, ask them to check spam/junk first; if it's still missing, re-trigger the invite from the contact, or remove and re-add the contact email to fire a fresh invitation.

Can my customers pay invoices through the portal?

Yes. Once Stripe / Shop Pay is enabled and your Stripe account is fully active, customers can pay invoices directly from the Customer Portal using a card or, where supported, a bank transfer (ACH). Some banks may not support ACH - in that case ask the customer to pay by card instead. ShopPay also offers the added benefit of automatic payment recording and reconciliation, simplifying financial tracking for merchants.

What payment processing options does ShopView support?

ShopView supports multiple payment processing options to cater to various business needs:

  • Stripe Integration: Offers Customer Portal payments, Merchant-Side payments, and In-Person payments via a Stripe card reader.

  • ShopPay: A built-in payment solution for seamless online transactions, with automatic recording and reconciliation.

These options provide flexibility for businesses to manage both online and offline payments effectively.

Why doesn’t a work order appear in the Customer Portal, and how can it be made visible?

When using ShopView, work orders will not appear in the Customer Portal until they have been invoiced. This ensures that only finalized and billable work orders are visible for payment. Below are the steps to make a work order visible in the Customer Portal: Additionally, invoices may not appear in the Customer Portal if:

  • The work item is an Estimate, not an Invoice. Estimates do not appear in the Customer Portal for payment. Convert the estimate to an invoice to make it visible.

  • Portal access was granted after the invoice was created. Ensure portal access is enabled before or at the time the invoice is created.

Steps to Make a Work Order Visible:

  1. Review the Work Order - Ensure all details are accurate and complete before proceeding to invoicing. All Work Order lines must be complete before invoicing.

  2. Create the Invoice - Generate an invoice from the work order Finance tab. Review the invoice and move to the next step.

  3. Select the Charge Account Option (If Applicable) - During the invoicing process, select the "Charge Account" option if the customer’s payment terms and online payments are enabled.

  4. Ask the Customer to Refresh the Portal - Once the invoice is created, inform the customer to refresh their Customer Portal. The invoice should now be visible for payment.

By following these steps, you can ensure that work orders are properly invoiced and visible in the Customer Portal for payment.

Customer can't see or pay their invoice" as a numbered checklist.


A diagnosis.

  1. Is the work order invoiced?

    1. Estimates and Complete-but-not-invoiced work orders never appear in the portal, and no Pay Now button shows. (Most common cause by a wide margin.)

  2. Is the customer's payment term COD?

    1. COD prompts for payment instead of allowing Create Invoice. Switch to Due on Receipt and invoice with Charge Account.

  3. Has the customer accepted the portal invitation?

    1. Show what the invite looks like and how to resend it.

  4. Are email notifications enabled?

  5. Does your own user role have Customer Portal Access?

Steps to Pay an Invoice

  1. Log in to the Customer Portal.

  2. Open the invoice you wish to pay.

  3. Click the Pay Now button.

  4. Enter your payment details (e.g., credit/debit card or bank account information).

  5. Confirm the payment to complete the transaction.

  6. To pay multiple invoices at once, use the Customer Name search box at the top of the page to locate the customer. Once the customer’s invoices load, checkboxes will appear next to each invoice. Use these to select multiple invoices and proceed with a combined payment.

Can customers submit service requests through the portal?

Yes. Customers can create new service requests from the portal, choose the asset and the location, and add details. A previous bug where the Location field would clear after picking a service date has been fixed in production.

Can customers add new assets through the portal?

Yes. Customers can add a new asset directly from the Customer Portal. Make sure to fill in the Unit Number field - it is part of the asset form.

How does invoice status sync between ShopView and the portal?

When you mark an invoice as Paid inside ShopView, the portal updates automatically. If you ever see a paid invoice still showing as Unpaid in the portal, see the troubleshooting section below.

Troubleshooting 11. Checkboxes for multi-invoice selection are not appearing 12. Invoice or Pay Now button is missing for reasons other than invoicing status

  • Open the Customer Portal and use the Customer Name search box to locate the customer.

  • Ensure the customer’s invoices are loaded correctly. If checkboxes still do not appear, confirm you are using the correct search functionality.

  • Verify the status of the work item (Estimate vs. Invoice). Estimates do not appear in the Customer Portal for payment.

  • Confirm that the invoice is unpaid.

  • Ensure the customer’s portal access was enabled before or at the time the invoice was created.

1. A customer can't log into the Customer Portal

  1. Confirm the customer received the original portal invitation email.

  2. From inside ShopView, send a password reset email to that contact and share the login URL: https://portal.shopview.com/login

  3. Ask the customer to try logging in again after resetting their password.

  4. If they still can't log in, capture a screenshot or the exact error message and contact support.

2. I clicked Customer Portal inside ShopView but nothing happens

Your browser is most likely blocking the pop-up.

  • Look for the small pop-up blocked icon in your browser's address bar.

  • Click it and select Always allow pop-ups from this site.

  • Then click Customer Portal again - it will open in a new tab.

3. The customer never received the portal invitation email

  1. Ask them to check spam / junk / promotions / quarantine folders.

  2. Re-trigger the invite from the customer's contact in ShopView.

  3. If still not delivered, remove and re-add the contact - this fires a fresh invitation.

  4. If invites are missing for multiple customers on the same domain, escalate to support so we can check delivery logs.

4. An invoice shows as Paid in ShopView but Unpaid in the Customer Portal

This is a sync issue between the internal invoice status and the portal display. A fix has been shipped through engineering. While the fix is rolling out:

  • Confirm the payment is recorded correctly internally.

  • Let the customer know the portal status will refresh automatically once the patch is live.

  • If still stuck after the next release, contact support with the invoice number.

5. Customers are not getting email notifications for new invoices

  1. Verify that invoice email notifications are enabled in your Customer Portal settings.

  2. Confirm the customer's email on file is correct and that they previously received the portal invite.

  3. Ask the customer to check their spam / junk folder.

  4. If notifications aren't firing for any customers, book a configuration review screen-share with support.

6. Shop Pay / Stripe is enabled but Payment Settings don't show in the portal

This almost always means your Stripe account is not in an Active state. The most common reason is Payouts Suspended - Stripe is waiting on verification documents or business details.

  1. Log into Stripe directly.

  2. Review the alerts banner at the top of your Stripe dashboard.

  3. Complete any pending verification steps.

Once Stripe shows Active, the Payment Settings section will appear automatically inside the Customer Portal.

7. Customer says ACH / Bank Transfer is unsupported at checkout

Bank Transfer is enabled on the ShopView side. The limitation is on the customer's bank - some banks (including certain regional and smaller banks) are not supported by Stripe ACH.

  • Workaround: ask the customer to pay by card instead.

  • If you have a screenshot of the exact error, send it to support so we can confirm the bank's status with Stripe.

8. A customer can't select a Location when submitting a service request

This was caused by a known bug (Location Field Clears After Selecting Desired Service Date) and has been fixed in production.

  • Have the customer refresh the browser or clear their cache.

  • Retry the service request from scratch.

  • If it still fails, capture a screenshot and send to support.

9. A user accidentally removed their own Administrator role

Admin role changes can't be self-restored from the user's own account.

  • Our backend team can restore the administrator role on the affected user.

  • Once restored, the user can access the Customer Portal again from their company dropdown.

  • Contact ShopView Support directly by asking to speak with a human agent instead of ShopView AI

10. On mobile, a customer can't tap an asset on the customer page

This is a known mobile-app formatting issue (work orders can block tap targets).

  • Workaround: rotate to landscape, or open the customer profile from the web Customer Portal where asset selection works normally.

  • A permanent fix is in the mobile-app backlog.

11. How do I reconcile ShopPay transactions and bank deposits?

To reconcile ShopPay transactions and bank deposits:

Accessing ShopPay Transaction Details

To view transaction details for reconciliation:

  1. Log in to the Customer Portal in ShopView.

  2. Navigate to ShopPay Payments and select Payments.

  3. In the Payments view, you will find a list of transactions with the following details:

    • Invoice number

    • Gross amount

    • Net amount deposited

    • Processing fee

    • Payment date

    • Status Use this information to reconcile net deposits with your bank records.

Reconciling Bank Deposits with Individual Payments

To identify which individual payments make up a specific bank deposit:

  1. In the Customer Portal, go to Payments by ShopView and select Payouts.

  2. Locate the payout amount that matches your bank deposit.

  3. Click View Payments to see the individual payments included in that payout. This breakdown allows you to match individual payments against invoices and the corresponding bank deposit.

Tips for Effective Reconciliation

  • Regularly review your transaction and payout details to ensure accuracy.

  • Use the processing fee and net deposit information to verify that all amounts align with your bank statements.

  • Keep a record of reconciled transactions for future reference.

12. Convenience fees

How to temporarily disable Pass Convenience Fee to Customer (Customer Portal → Payments by ShopView → Settings), with the warning that it's global while off, so switch it back.

Quick reference:

  • Customer login: https://portal.shopview.com/login

  • Open portal from ShopView: Top-right company name, then Customer Portal, then allow pop-ups if needed

  • Most common fixes: password reset, re-trigger invite, allow pop-ups, complete Stripe verification, switch ACH to card

  • Multi-invoice selection: Use the Customer Name search box to locate the customer and enable checkboxes for combined payment.

  • Missing Pay Now button: Check if the item is an Estimate or if portal access timing affects visibility.

  • Always escalate to support if: the customer is on the latest release and the issue still reproduces after the standard steps above

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