Configure what your customers see in the customer portal

The customer portal is the page your customer lands on after you send them the link. There they review their offer, sign, watch installation progress, exchange documents, and see upcoming appointments. Your customer opens the portal straight from the link you send.

This page covers what you can configure, what applies per project versus across your whole workspace, and how the portal differs between residential and commercial projects.

Before you start

• You need Editor role or higher on the project. Viewers don't see the activation toggle.
• The portal starts off on every project. You turn it on explicitly for each project you want to share.
• Branding applies across your workspace, not per project. Your logo, colours, and email templates are set once in Settings and apply to every customer who lands on a portal page.
• Set up your email in Reonic to send the link from inside the Portal. With email set up, the Email link to customer button is active. Without it, copy the link and send it through your own channel.

Activate the portal for a project

Until you turn the portal on, its page shows a "this page is not shared" message.

1. Open the project in the Portal (residential or commercial).
2. In the entity top bar, click Customer portal (the secondary-options menu with the chevron).
3. At the bottom of the menu, turn the Activated toggle on.
4. A "Customer portal was activated successfully" confirmation appears. The portal page is now live.

To turn it off later, switch the same toggle off. You'll get a confirmation modal: "Deactivating the portal will immediately remove this customer's access to view project status, upcoming appointments and shared files and documents. You can reactivate the portal at any time."

Pro tip: Activating the portal is one step; sending the link is another. Activating does not email the customer. Send them the link so they know it's available.

Note: If you run the German subsidy workflow, clicking Send to customer on a subsidy row also turns the customer portal on for that project. The customer receives an email that opens their portal's Subsidy tab. To keep the portal hidden for now, hold off on Send to customer and collect the subsidy signature another way. See Subsidy for the full subsidy workflow.

Activate the portal for a commercial project

The same toggle works on commercial projects. Open the commercial project, click Customer portal in the top bar, and turn Activated on. Commercial customers see a slimmer portal than residential customers (see What the customer sees below for the differences).

Send the portal link to the customer

Once the portal is active, email the link to the customer using your branded template.

1. From the same Customer portal menu, click Email link to customer.
2. A confirmation modal appears: "By confirming, an email with the customer portal link will be sent to the customer." Click confirm.
3. A "The access link has been sent to the customer via email" toast confirms the send.

The email goes to the address on the project's customer contact, using your Customer portal link email template. You set the subject, title, and body once under Settings > Customer communication > Automatic e-mails, and every send for every customer uses that wording, with the customer's and your own details filled in automatically.

Check the email content before sending

The Customer portal menu offers Go to customer portal, Copy link, Email link to customer, and the Activated toggle. To check what the customer will receive before you send:

1. Review the Customer portal link template under Settings > Customer communication > Automatic e-mails: the subject, title, and body.
2. Make sure the project's customer contact has the right email address; that's where Email link to customer sends.
3. To see a fully rendered copy, send the link to your own address as a test first.

The send uses the same template, so the wording you set in Automatic e-mails is exactly what the customer receives.

Pro tip: A quick test-send to your own address catches a wrong recipient address and shows how your template renders before you send the real email.

Alternative: copy the link to send through your own channel

To send the link via WhatsApp, SMS, your own email, or a chat with the customer:

1. From the Customer portal menu, click Copy link.
2. The full link is on your clipboard. A "Link copied to clipboard" notification confirms.
3. Paste it into whatever channel you prefer.

Alternative: preview what the customer will see

1. From the same menu, click Go to customer portal.
2. The portal opens in a new browser tab in customer view, exactly what they'll see when they open their link.

Pro tip: Click Go to customer portal once before sending, especially the first time you use a new branding or section setup. It's the way to catch wrong logos, missing translations, or empty tabs before the customer sees them.

Resend the link or recover a lost one

If the customer says they didn't get the email, lost it, or deleted it:

1. Click Email link to customer again to resend the portal email to the same address.
2. Or click Copy link and send it through any channel you prefer.

Note: Each click of Email link to customer sends another email. Space out your clicks so the customer's inbox doesn't fill with duplicates.

Brand the portal with your logo, colours, and texts

The portal takes its visual identity from your workspace branding. Set it up once and every customer sees your brand on their portal.

Your logo and colours

• Logo is set in Settings > Company settings > Branding. The logo there appears on every portal page header and in the email link template.
• Brand colours apply across your customer-facing email templates and, where the portal shows brand accents, to the portal itself. To update them, send your hex codes to your Reonic account manager. See Configure automatic emails for details.
• Cooperation-partner logo — if you work with a co-branding partner, a dual-logo "In cooperation with" treatment is available. Talk to your Reonic account manager.

Email subject and body

The link the customer clicks arrives in an email. You can fully edit the subject, title, and body for your workspace:

1. Open Settings > Customer communication > Automatic e-mails.
2. Pick the Customer portal link event.
3. Edit the subject, title, and body with your wording. A read-only legend beside the editor lists the personalization fields (customer name, company name, and so on) you can include; type them into the text where you want them to appear.
4. Save.

Every future portal-link email uses your custom wording. See Configure automatic emails for the full editor reference and personalization fields.

Note: Your portal-link email template uses one language for your whole workspace: whatever wording you save goes to every customer. To keep the automatic per-language versions, leave the template fields empty and Reonic sends its translated defaults instead.

The portal page itself

The page the customer lands on (the headings Your project overview, Documents, Appointments, File requests) uses translated interface text. It ships in 11 languages (EN, DE, PL, FR, ES, PT, PT-BR, IT, SV, RO, NL) and adapts to the customer's language automatically. Set the customer's language at the project or contact level.

To put your own welcome wording in front of the customer, use the Customer portal link email body. That's the last thing the customer reads before opening the portal, so put your brand voice and a what-to-expect note there.

Show a company contact instead of the individual sales rep

By default the portal shows the Key Account Manager assigned to the project as the customer's contact: their name, photo, phone, and email. To show a general company contact (your support inbox, your office phone) instead of the individual rep:

1. Create a general "Customer Support" or "Office" user in your workspace with the contact details you want on the portal (a generic phone number, a shared inbox such as support@yourcompany.de, a company-logo photo).
2. Assign that user as the Key Account Manager on the projects where you want the generic contact shown. Open the project, edit the assigned KAM, and save.
3. The portal's Overview tab now shows the generic contact instead of the individual rep.

Pro tip: To use the generic contact on every project, set the company-contact user as the default-assigned KAM at the project-creation stage in your kanban or template flow.

Control which sections the customer sees

The customer portal has several navigable tabs, shown above the Overview landing view. Most appear when their underlying data exists, rather than through a workspace-wide toggle. (FAQs appear inside the Installation Progress view; see the note below the table.)

• **Overview** — Always (landing view) — Welcome banner, project address, your assigned account manager's photo and contact details, your installer logo (and cooperation-partner logo if configured), installation-status description
• **Offer** — Residential: if a signature request exists. Commercial: if commercial variants are configured — The offer PDF; the digital-signature interface for residential (commercial customers see contact, KAM, and files only); legal-document views (T&Cs, withdrawal form, cancellation policy)
• **Installation Progress** — If you've added descriptions to your project statuses — Timeline with statuses (Not started / In preparation / In progress / Done), completion percentage, per-status descriptions and dates. Configured FAQs appear here as question-and-answer pairs under each status.
• **Grid Registration** — Germany only, and only if grid registration is enabled — Netzanmeldung progress tracking. If both a PV and a heat-pump registration exist, a dropdown lets the customer switch between them
• **KfW Förderung** — Germany only, and only after a subsidy confirmation has been sent to the customer — Subsidy timeline, a chat surface, and an upload area where the customer uploads the KfW Förderbestätigung directly. Reonic emails you when they upload.
• **My Files* — If files exist that are marked customer-visible — Documents you've uploaded with the Visible to customer* flag on; download, plus thumbnail previews for image files with a click-to-enlarge view. File-type icons cover Image, PDF, CSV, and Excel
• **File Requests** — If you've created at least one file request — Upload areas for documents you've asked the customer for (a mandate, a certificate, a photo of the meter); they upload directly into the portal
• **My Appointments* — If you've created calendar events linked to the project with Show to customer* turned on — Site visits, inspections, installation days; title, description, date, location

Hide sections the customer shouldn't see

Sections appear when the underlying data exists, so to keep a tab from showing, control its data:

• Hide the Offer tab — don't send a signature request on the project. Without one, residential customers see no Offer tab.
• Hide My Files — set every file you upload to Visible to customer: off. Anything left visible shows on the tab.
• Hide File Requests — don't create any file requests on the project, or complete or cancel the ones you've made.
• Hide My Appointments — leave Show to customer off on every calendar event for the project. Calendar events stay internal by default; the customer only sees events you explicitly opt in.
• Hide Installation Progress — leave the per-status descriptions empty. Without descriptive text, the timeline doesn't appear.

Pro tip: Treat the portal as a per-project assembly, not a workspace template. The shape the customer sees is decided by what you put on the project: files, requests, appointments, and statuses.

Pricing visibility on commercial projects

For commercial projects, the portal shows your contact, the assigned account manager, files, and appointments, without variant data, line-item prices, the full cost breakdown, subsidy detail, or the signature call-to-action. To compare variants side by side with a commercial customer, send them the offer PDF directly; the in-portal variant comparison is an installer-side view.

For residential projects, pricing visibility on the offer PDF follows your offer-PDF setup under Settings > Planning & offer > Pages & Design. The portal shows whichever PDF you've sent the customer for signature, with the sections you've turned on for your workspace.

What the customer can do in the portal

The portal is read-focused. The customer can:

• Sign your offer (residential only: draw a signature on-screen, upload a signature image, or accept your upload of their paper-signed PDF). Once signed, that variant is locked. To capture a change after signing, fork the offer into a new variant and send a fresh signature request.
• Withdraw a signed contract (residential only, and only when you've enabled it). If you've turned on Customer contract withdrawal under Settings > Company settings > Features, the signed-offer view shows the customer a per-variant Withdraw contract link for as long as they're inside the withdrawal window you set (default 14 days). See Signed contracts and the withdrawal window below.
• Upload documents you've asked for through file requests. They can replace a fresh upload briefly; after that the upload is final unless you create a new file request.
• Upload the KfW Förderbestätigung (German residential heat-pump subsidy projects only) directly to the KfW Förderung tab once you've sent them a subsidy confirmation. Reonic emails you when they upload.
• Download anything you've shared — the signed offer, file-tab documents, and signed PDFs from earlier signatures.

The portal shows the one project you share with the customer. For anything the customer wants to discuss (a counter-offer, an appointment reschedule), they reach you directly by email or phone.

The link goes to one email address — the one on the project's customer contact. To share the portal with a spouse, partner, or finance contact, either forward the email from your own inbox or change the email address on the project before you send the link.

On commercial projects: offers are signed in person or handled directly with the customer. Commercial projects have no in-portal signature, so the commercial customer view shows contact, account manager, files, and appointments.

Signed contracts and the withdrawal window

Signing locks a variant for editing. Whether the customer can still withdraw afterwards depends on one workspace setting.

By default, a signed contract stays signed and the customer has no self-withdraw action. If you turn on Customer contract withdrawal under Settings > Company settings > Features (residential only), Reonic gives residential customers a statutory withdrawal window:

1. Open Settings > Company settings > Features and turn on Customer contract withdrawal.
2. Set the withdrawal window in days. The default is 14. For German customers, going below 14 days is below the statutory minimum, and Reonic warns you.
3. From then on, every signed residential offer shows the customer a per-variant Withdraw contract link in their signed-offer view, for as long as they're inside the window.

When a customer withdraws:

• A confirmation dialog warns them the action can't be undone and that they're still inside their window.
• Reonic marks the signed PDF as withdrawn, records the withdrawal on the project activity feed, and sends two emails: a confirmation to the customer and a notice to the assigned account manager.
• The customer's signed-offer view shows "You have withdrawn this contract" with the timestamp.
• Your kanban card and finalize view show a "Withdrawn by customer" badge once every signed variant of the project is withdrawn.

Note: This is residential only, and you control the toggle. Leave Customer contract withdrawal off and a signed contract has no customer-side withdraw action. Commercial projects have no signature flow, so there's nothing to withdraw there.

How a customer opens their portal

The customer opens the portal straight from the link you send. The customer:

1. Opens the link in your email (or any link you've forwarded to them).
2. The portal loads with your branding, their project data, and the right tabs based on what you've set up.
3. They use what's there (sign, upload, download, scroll the timeline) and close the tab.
4. Next time they need the portal, they reopen your email and open the link again.

The portal stays available as long as it's activated for the project. To end access, deactivate the portal (see Deactivate the portal below).

Display certain documents (like a mandate) automatically in the portal

Documents appear on a project's portal because you've put them on that project. Two patterns work:

• Per-project upload — upload the document (a mandate, a certificate, a general information sheet) to the project's Files tab and mark it Visible to customer. It appears on the customer's My Files tab.
• File request template — if you regularly ask the customer for the same document type (a signed mandate, a meter photo, a property deed), create a file request template in Settings > Customer communication > File request templates. When you trigger a file request on a project, the customer sees an upload area in their portal's File Requests tab with the wording and allowed file types you've pre-set.

To pre-attach common documents to every new project, add the file or request as part of your kanban-creation flow at project setup.

Surface order confirmations and invoices on the portal

Order confirmations and invoices are created in the offer and invoicing workflow on your side:

• Order confirmations are generated after the offer is signed and sent from the offer's Order confirmation tab.
• Invoices are generated and sent through the invoicing flow (full invoice, partial invoice, and so on). Reonic emails the customer the PDF directly.

To show these documents in the portal, upload them to the project's Files tab and mark Visible to customer. They appear on the customer's My Files tab alongside the signed offer.

Customer can't find their offer in the portal

If your customer says the offer isn't showing in their portal:

1. Check the portal is activated — open the project, open the Customer portal menu, and confirm the Activated toggle is on. If it's off, they're seeing the "this page is not shared" message.
2. Check that a signature request exists — the Offer tab appears once you've sent a signature request from the offer. Send for signature, then have the customer reload.
3. Check they're using the latest link — each project has its own link. If they opened an old email, they'll see the old project. Resend Email link to customer so they have the current link.
4. Check they're on the right project — a customer with several projects (a PV install plus a heat-pump retrofit) has several portal links. Confirm they're opening the link for the right project.

Send a commercial report when the portal isn't activated

For commercial customers where you'd rather skip the portal (the customer prefers PDF-only delivery, or your sales process bypasses the portal for commercial):

1. Generate the commercial offer PDF from the project's offer page, with all your configured sections.
2. Email the PDF directly to the customer from your own inbox, or through the offer's email-PDF flow.
3. Skip the portal activation; the customer doesn't see a portal link.

You can still record signatures on the project (analog signature upload), generate invoices, and run the rest of the workflow. The portal is a delivery surface, not a requirement.

Display consultation appointments on the portal

Calendar events appear on the customer's My Appointments tab when two conditions are met:

1. The event is linked to the project (a project that has portal access).
2. The event has Show to customer turned on, plus a customer-visible title and description.

To make a consultation visible to the customer:

1. Open the project and go to the calendar or appointments tab.
2. Create or open the event for the consultation.
3. Fill the Title for customer and Description for customer fields (separate from the internal title and description your team uses).
4. Turn Show to customer on.
5. Save.

The customer's My Appointments tab now shows the consultation under Upcoming events with your customer-facing title and description.

Note: Calendar events you create in the project's calendar are the ones you can show to the customer. Events synced in from Outlook or Google Calendar stay internal.

Deactivate the portal

When the project is fully delivered, the customer no longer needs access, or you want to end their view for any other reason:

1. Open the project.
2. Open the Customer portal menu and turn Activated off.
3. Confirm the deactivation modal.

The customer's link stops working immediately; they see the "this page is not shared" message. You can reactivate at any time with the same toggle.

Pro tip: Build deactivation into your project-close routine: "On project move to Delivered, deactivate the customer portal."

Things to know

• The portal is per project, not per customer. A customer with multiple projects (PV install, heat-pump, and a separate maintenance contract) sees a different portal link for each project.
• Commercial customers see a slimmer portal than residential customers. Offers are signed in person on commercial projects, so the commercial customer view shows contact, account manager, files, and appointments (no in-portal signature, grid registration, or variant comparison).
• The portal stays available until you deactivate it. Deactivate it as part of project close.
• The portal is hosted by Reonic. Your logo and colours are the white-label surface; hosting it on your own domain isn't part of it.
• File collection runs through file requests. The customer's Files tab is read-only; create a file request to have them upload.
• The portal is web-based and works on mobile. Customers open it in their phone's browser; there's no separate homeowner app to download.
• Signed offers are permanent. Once the customer signs a variant, that variant is locked. To capture a change after signing, fork the offer into a new variant and send a fresh signature request. The one exception is the withdrawal window: with Customer contract withdrawal turned on, a residential customer can withdraw their own signed contract inside the window you set (see Signed contracts and the withdrawal window).

Need help?

• Step-by-step questions about activating, sending, or branding the portal → contact your Reonic account manager.
• Feature requests (custom domain, multiple recipients, homeowner login, in-portal messaging) → send a note to your Reonic account manager.

Last updated on August 4, 2026