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Customer Portal: Troubleshooting and FAQ

Answers to the most common Customer Portal questions, and fixes for the issues that come up most.

Most Customer Portal issues come down to one of two things: changes that were made but not published, or a category switch that is still off. Start with the first two answers below — they resolve the majority of cases.

My customer says the link shows a restricted page

The master toggle is off for that project. Open the project, click Customer Portal, switch the master toggle on, and click Publish changes.

If you turned the portal off on purpose, this screen is exactly what your customer is meant to see.

I turned a category on but my customer still sees nothing

Check these three things, in order:

  1. Did you click Publish changes? Toggles are staged and change nothing until you publish.
  2. Is the master toggle on? Category switches are disabled and greyed out while the portal itself is off.
  3. Are any items actually selected? Open Publish changes and read the confirmation dialog — it states exactly what your customer will receive for each category.
I clicked Share all but half the photos are still hidden

A folder was selected or a search was typed at the time. Share all only applies to the items currently on screen. Click All in the folder sidebar, clear any search, then click Share all again.

I hid a photo but my customer can still see it

Hiding an item stages the change — it does not take effect until you publish. Reopen the Customer Portal modal and click Publish changes.

How do I stop my customer seeing the deductible and policy limit?

You cannot hide them individually. The Basic Information section has no toggle and no per-field control, and it publishes whenever the portal is on. The only option is to leave the portal off for that project. Let us know if per-field control would help you.

Why does my customer's page show blank insurance fields on a cash job?

Empty fields display as Not on file instead of being removed, so a self-pay project shows six empty insurance rows. This is how the section currently works.

Where is my company logo? The payment page has one

The portal does not currently display any branding — just a generic house icon. Your company name appears only on the restricted-access screen. Payment and e-signature pages are separate features that do show your logo, which is why they look different.

Can I see whether my customer opened the portal?

No. There is no view tracking of any kind — no view count, no last-opened date, and no notification.

The +N new added badge is not related to this. It counts items your own team has added since someone last opened that selection screen, and it clears when the screen is opened and closed.

Can Albi email the link to my customer?

No. Click Copy link and send it yourself, however you normally contact them. Albi does not send anything and keeps no record that the link was sent.

I sent the link to the wrong person — can it be shut off?

Turn the portal off for that project immediately. That stops the project content from loading, but the link will still open to a restricted-access screen showing your customer's name, the property address, and your company name.

Then contact Albi Support so we can help you assess the situation.

Can I password-protect the portal?

No. Access control is the link itself plus the on/off switch.

Do new photos show up automatically?

Only if that category's auto-share checkbox is ticked, and only for items added after you ticked it. Auto-share never retroactively shares items that were already on the project.

A restricted document appeared in the portal

For files, this should not happen — restricted documents are filtered out both when you are selecting and when your customer's page loads.

For photos and videos, the Restricted flag does not currently exclude them from the selection screen, so a restricted image can be shared. Hide it, publish, and contact Albi Support so we have a record of it.

One XactAnalysis note did not auto-share

Open the Notes selection screen for that project and click Publish changes. That resynchronizes XactAnalysis note visibility.

Can my customer upload photos or reply to a note?

No. The portal is read-only — your customer can view and download, and nothing else. Payments and e-signatures use their own separate links and are not part of the portal.

Can different people see different things — my homeowner versus the adjuster?

Not in this release. There is one link and one curated view, and everyone who has the link sees the same content.

Can I manage the portal from the mobile app?

No — portal setup and curation are available in the Albi web app only. Your customer's page works well on a phone browser, so they do not need anything installed.

Who on my team is allowed to turn this on?

Anyone who can open the project. There is no separate permission for the Customer Portal, so any user with access to a project can enable its portal, choose what is shared, and copy the link.

Related articles Still need help?

If none of the above resolves it, contact Albi Support with the project name and, if possible, a screenshot of the Publish changes confirmation dialog — that dialog tells us immediately what state the portal is in.