Customer Portal - Contact Login Experience

This article contains the following sections:

Contact Customer Portal Activation

When a Contact is initially provided with access to the Customer Portal, they will receive an activation email that appears as shown in the following image:

Clicking opens the Customer Portal in a web browser, and prompts the Contact to enter a new password for their account:

Upon completing the New password process, the Customer Portal login screen is presented:

Contact Login Experience

The Customer Portal URL is typically in the following format: yourco.commtrak.com.au/portal

Each time a contact visits the Customer Portal, they will be required to sign-in:

After entering a valid username and password, the contact will be prompted to enter a verification code. The verification is automatically sent to the Contact's registered email address (as recorded in CommTrak) either by:

  • SMS - if your CommTrak has SMS enabled, and the contact has a mobile telephone number allocated in their contact record, or
  • Email - as a fallback if SMS is not configured or cannot be sent

An example of a verification code email is shown in the following image:

Please ensure that your contacts are aware that they should check their junk mail folder in the event that they do not appear to have received the verification code email.

The Contact must enter the verification code as prompted (and within 10 minutes of the code being sent):

Upon confirming a valid verification code, the Customer Portal home screen will be presented.

Forgotten Portal Password

If a Contact forgets their portal password, they can reset it by clicking on the Forgot your password? link on the login screen. The following screen will be presented:

The Contact should enter their registered email address and click the Reset link.

An Account Notification email will be sent:

Clicking Reset Password opens the Customer Portal password reset screen in a web browser, and prompts the Contact to enter a new password for their account:

Upon entering and confirming the new password, the Customer Portal login screen will be presented.

Passwords cannot be reused; a new password must be provided each time a password reset is requested.

Common Customer Portal Login Issues

Below are some common issues that a Contact may experience when attempting to access the Customer Portal:

Contact does not receive verification code email

Verification code notification emails are sent immediately. Typically, the verification code email will be received by a contact with 10 seconds.

If the verification code email does not arrive in the Contact's inbox, they should:

  • Check their junk email folder
  • Request another verification code by clicking the Resend verification code link displayed on the Customer Portal screen (visible in the previous screenshot).
Verification Code is Invalid

Common reasons for invalid verification code are:

  • The code was typed incorrectly
  • The code was copied and pasted, but extra characters (typically spaces) were selected when copying
  • The code has expired. Verification codes are valid for 10 minutes after they were sent
  • Verification code was copied from an old email. This issue typically occurs if a verification code has been requested twice in quick succession, and the first-requested email is received prior to the second-requested email.
Account is Suspended

A Customer Portal account is suspended automatically when suspicious activity is detected (e.g. password is entered incorrectly too many times). The account will be suspended for a period defined by the CommTrak Security Settings.

Account is Deactivated

If a Customer Portal Account is deactivated by a CommTrak administrator, the contact will not be able to login.