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We had an issue with one of our clients while attempting to make a payment trough the customer portal.

The client in question attempted to sign in to the customer portal using his Apple phone. However, he encountered a roadblock when tried to enter the routing and account numbers for the payment. It seems that his phone it did not display the forward slash ( / ) needed to separate the different account numbers. When I conducted the test using an Android device , the slash was displayed correctly. This led me to believe that there might be a compatibility issue with the customer portal when accessed via an Apple phone. Have anyone experience this issue? Any suggestions ?  Thanks in advance. 

Hi there! The 2.0 Customer Portal supports mobile usage and is compatible with Apple devices across various models, including tablets. Usually, when customers have a challenge with the payment functionality, it’s because of a device issue, an ad blocker (ad blockers love to mess with the payment feature!), or an internet/connection error. I would recommend having the customer restart their phone and try again. You can also suggest they try clearing cookies/cache. 

 

Note that if you’re using the 1.0 version of the portal, mobile devices are not supported, which could be causing the issue here. It’s one of the reasons we recommend upgrading to the 2.0 portal! 🙂


I found a work around for that in the 1.0 portal. If the customer enters that information in the same layout (routing/account) in the notes on their phone they can copy and paste it into that field on their mobile device. 


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