Customer Portal 2.0 - Browser Compatibility

Hey ​@khuonder! Glad to hear you’re seeing success with the 2.0 portal. 

The new portal is compatible with all major browser types - about 30% of our daily users are navigating the portal via Safari without any observable issues. I’m wondering if there may be a device challenge or other issue causing trouble here, aside from the browser type?

If you have any additional information you can share, such as the device being used, features that don’t function correctly, etc., I would be happy to help provide some solutions here. Thank you!

Hi ​@jcummings!

I’ve found that the vast majority of the portal issues are stemming from Mac computer users whose default browser is Safari. I have seen each of these issues across multiple customers for the duration of time we have had an active portal (beginning March 2025), so I don’t think any of it is unique to a device or customer. I will detail the specific issues I’ve encountered while working with our customers below:

• The portal hyperlink in the invitation to set up their password does not work if it is opened from their email into Safari. I’ve just had them copy-paste the link into Chrome and it has worked there. 
• When attempting to view/sign proposals, the signature box does not appear, nor does the ‘Sign’ button on the bottom right after clicking the view proposal option.
• In the Invoicing tab, when customers select an invoice, both the ‘Pay Invoice’ and ‘View Invoice’ options are not on their screens. So they are unable to view a pdf of the invoice and unable to pay it as well. 

I have only been able to try and troubleshoot these briefly over the phone as customers are attempting to sign-up/sign/pay in the portal, so I don’t have much to go on outside of that. I have just avoided using Safari altogether and recommended Chrome, Edge or Firefox, which work every time.

Any solutions or suggestions would be appreciated!! Thanks!

Hey ​@khuonder!

Thanks for taking the time to document all this information, and for your patience while I looked into it! I looked closely at your portal, both from the Aspire configuration side and what your customers see. After reviewing session information for your customers using Safari, I can’t identify any widespread or consistent issues. In your portal specifically, I could see successful sign-ups, payments, and signature submissions completed in Safari across a variety of users, as recently as today and yesterday. 

That said, I did notice a few instances of user error, which could be contributing to what you’re hearing. A few things to keep in mind when troubleshooting with customers:

• Ad blockers or browser extensions can interfere with things like the signature pop-up or payment window, so it’s worth asking customers to check if those are enabled. 

• Only primary and billing contacts can submit payments and sign proposals - additional property contacts only have view access to proposals/invoices.

• PDFs open in a new tab on mobile - mobile devices don’t like to open PDF documents within a web page, so the portal handles this by giving the customer a link to click to open in a new tab instead of displaying it in-line. Customers sometimes perceive this as an error, but this is expected and required by some mobile browsers like Safari. 

If there are specific customers still having problems, feel free to log a Care ticket with that information, and they can investigate further! Thank you!

I just wanted to update this thread for those that might see it later down the line:

We discovered that some of our customers were struggling to view invoices because the invoices were published to the portal with the ‘Default Layout’ option rather than a specific invoice template. This *does not work*, and caused our customers to be unable to view invoices in the portal even as the billing contact with no ad-blockers. 
If you re-publish the invoices to the portal using a template of your choosing (anything but ‘Default Layout’), the functionality of those specific invoices returns!