*customer portal 2.0.  -  Corrected spelling.

Is there a way to edit the topic subject or delete a topic?

Hi @SoboYiW - When you click on the three dots on bottom right, do you have an Edit button? 

Yes. “Edit” button, but could not edit the subject line. I tried to correct the spelling “customer”

Unfortunately there is no way to edit the subject line, but I went ahead and did it on the back end for you. 

I will be messaging you privately as well. 

Regarding payment functionality now vs. in the beta, the American Elm release brought full payment management to the new portal! Users can now add, edit, and delete payment methods directly from the portal, and enable electronic receipts.

There are also lots of new features like the customizable marketing carousel, new screens for invoices and proposals, and the ability to create and view requests 

How about the optional service selection on the proposal?

Customer portal 1.0, customer can select the optional service on proposal, then sign it. It will update the total price in Aspire.

Does this feature available in portal 2.0?

Yes! Optional service selection is available in 2.0 for both contract and work order opportunities. Portal users can select and sign for which services they want, and once they do, those items are automatically moved into the “customer selected” portion of the estimate, and the total price is updated. The sales rep assigned to the opportunity will also receive a system email notifying them of the signature.

@Amy Parsons 

@BHampton 

Not having a good time with 2.0. Lots of bugs reported by customers. 

@NewGardenLandscaping 

thank you so much for your feedback on this topic. what type of bugs have you experienced, please? I would love to be aware of it.

If you already summited it to the idea portal, what it the ticket number please? I will vote on it.

Appreciate your comment.

@SoboYiW We’ve been dealing with

• Registered portal users not able to log in with their registered passwords. We were told to tell them to use the reset password option.
• When they use the reset password option, an error message saying the reset email can not be sent will appear. But, the email is actually sent.
• User reports clicking on an invoice to pay sends them to a blank screen. Also can’t see the user’s maintenence icon for updating payment info.
• Users have reported being able to log in, but then are immediately kicked out back to the login screen.

Issues are not universal to all customers. My personal portal account had no issues at all, so when I tested it after the switch I wasn’t too worried. Reports started coming in over the next few days. I think from the payment activity, most users can still use the portal. I ultimately decided to not roll back to 1.0...I’m hoping that does not turn out to be a mistake.

Everything has been reported to Aspire Care. I’m told they are aware of the bugs and “it will be fixed in a future release.”

Do we need to do something to have version 2.0 be active in our system?  We’ve had the portal for years and I haven’t done anything in Application Configuration, so I was thinking it would just automatically update, but we still have the “Issues” button - it hasn’t changed to “Requests”.  So I’m wondering if we’re still on 1.0 instead?

@laceybusse 

https://guide.youraspire.com/docs/transitioning-from-the-legacy-portal

This article has a guide for the transition. On the left bookmark side, it has all the information about Legacy portal vs. portal 2.0.

I hope this help.

@NewGardenLandscaping Thank you so much for the detailed comments. I shared your comments with our client success manager.

I was informed that another new release will come next Wednesday. Hope some of the bugs get fixed.

Thank  you!

Any update on this?  We are dealing with the exact same issues plus the new “Invalid Username or Password” message and this seems to be getting worse each month. Help!

I’m in process of the 2.0 build out for release 2025.  Are we really dealing with log in issues?  We want to use this as a marketing tool to get more people to sign into the portal and general engagement.  The last thing I want is headaches with something that is supposed to be better and seamless.  

Hi ​@KingstowneJosh! The issues described above were resolved in the July and September releases. If you can provide any additional details about what you’re experiencing, I will do my best to help troubleshoot this! It would be helpful to know if this is a new or ongoing issue, if all users are impacted or just a subset, what steps you have tried so far, etc. 

Let me know if there is a support ticket around this and I will dig into that as well.

​@jcummings  Hi!  This has been an ongoing issue, since making the leap to 2.0.  I will state all of this with the understanding that there very well can be issues on the user end.  There is really no pattern to who has issues, we have tried in-house testing to try to figure it out to no avail.  We bill out about 3k clients a month and every month, without fail, we have about fifty clients that require assistance.  These issues are the same as detailed above.  We have notified our clients who are having difficulties of all the normal fix procedures (clear the cache, use Chrome, etc.) to assure ease of log in. There is no way to reset accounts, so if they have created an account already they get stuck in an endless cycle of not being able to login. Ultimately, we end up sending a physical invoice or taking payment over the phone. We have spoken with our account representatives,  and other supports and get the same response as you provided.  :(

​@KingstowneJosh  thank you for bringing this up and posting here.

I’m sorry that your company needs to deal with this every month. We understand there is not a perfect system.

Customer portal system is a critical part for company marketing, reputation and customer sanctification.  Please escalate this issue and we really hope that our customers have a great experience on the portal.

Thank you!

Hi ​@KingstowneJosh! You’re right, there definitely could be some user error at play here. But, if you’re seeing a significant number of clients each month requiring assistance, that’s something we can look into.

A few troubleshooting steps I can think of right off the top of my head:

1. Make sure these customers are using the correct email to attempt their portal sign-in. I have seen situations previously where a customer makes their portal account with one email, and then later changes their email (and the contact record is updated in Aspire). The customer’s email for portal sign-in then becomes the current email associated with their contact record - but the customer still is trying to enter the email they made the account with. The same is true for the “Reset Password” option - if they are entering an old email or a different one than what is associated with their contact in Aspire, they will receive an error and that email won’t be sent. 

2. Make sure everyone is checking spam for the reset email. I know, I know, this sounds too simple to work, but time and time again I have seen that email filtered to spam and the customer misses it.

If you’re still seeing issues, I would suggest documenting any patterns that emerge, such as errors customers are receiving, functionality that isn’t working, etc., and logging a Care ticket. All of that information will help the team investigate what’s going on. Feel free to mention me on any tickets and I’ll look into what’s going on - I’ve worked really closely on the development of the 2.0 portal and want to make sure it is a great experience for everyone!