> ## Documentation Index
> Fetch the complete documentation index at: https://www.carstoragesoftware.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Understand portal access levels

> Learn the difference between Full and Ticket-only portal access, when each applies, and how to help customers sign in.

## What you will accomplish

You will understand what **Portal Access** means on your customer list, why some people have **Ticket-only** access, and what your team can (and cannot) change after a customer signs in.

This helps you set correct expectations when customers ask, "Why can't I see my cars?" or "I only see my event ticket."

## Before you start

* You can open [All Contacts](https://www.carstoragesoftware.com/dashboard/contacts/all) in the dashboard.
* You know the customer's name or email so you can find their row quickly.
* Optional: open the [Customer Report](/docs/contacts/export-and-use-the-customer-report.md) if you need to review many customers at once.

## Two portal access levels

Most storage and service customers should have **Full** portal access. They can use the main areas your team enabled—typically **Cars**, **Billing**, **Documents**, **Events**, and **Settings**—depending on [Settings > Website & customer app](https://www.carstoragesoftware.com/dashboard/settings/website).

![Customer portal Cars page showing vehicles linked to the customer's account](https://mintcdn.com/carstoragesoftware/R5kE8xRstcG_Arf7/images/contacts/customer-portal-cars.webp?fit=max\&auto=format\&n=R5kE8xRstcG_Arf7\&q=85\&s=132956027f9874e303daffc526966519)

*Full portal customers see their linked cars, billing, documents, and events. Ticket-only customers see a narrower view.*

Some customers receive **Ticket-only** access automatically. They can use a limited portal experience tied to a specific event or marketplace flow—not the full storage customer dashboard.

![Customer portal Events page as seen by a signed-in customer](https://mintcdn.com/carstoragesoftware/R5kE8xRstcG_Arf7/images/contacts/customer-portal-events.webp?fit=max\&auto=format\&n=R5kE8xRstcG_Arf7\&q=85\&s=303131a4a173b25d7bd9e4bd7d917550)

*Full portal customers may see Cars, Billing, and Documents. Ticket-only customers often land on Events or a narrower view first.*

> [!NOTE]
>
> | Level | What the customer usually sees | Common examples |
> | - | - | - |
> | **Full** | The normal customer portal your facility configured | Storage customers, detailing clients, long-term members |
> | **Ticket-only** | A narrower experience (often event RSVP, ticket, or marketplace interest) | Social event guests, marketplace leads who are not full storage customers yet |

## Read Account Status and Portal Access together

Use **both** columns on [All Contacts](https://www.carstoragesoftware.com/dashboard/contacts/all) to diagnose portal questions:

> [!NOTE]
>
> | Account Status | Portal Access | What it usually means |
> | - | - | - |
> | Not signed in yet | Full | Ready for a portal invite—cars and documents should be linked first |
> | Email Sent | Full | Invite went out—ask customer to check spam or use **Resend Invite** |
> | Signed In | Full | Customer has used the portal—if something is missing, check what is linked to the record |
> | Any status | Ticket-only | Limited access by design—set expectations before troubleshooting "missing cars" |

> [!NOTE]
>
> **You do not pick Ticket-only on the invite screen**
>
> **Ticket-only** is set by the system when the customer enters through certain flows (for example RSVP or marketplace interest). It is not a checkbox on the main customer record. Your team prepares **Full** customers by linking cars and documents, then sending a portal invite.

## Where to see portal access in the dashboard

**1. Open All Contacts**

Go to [All Contacts](https://www.carstoragesoftware.com/dashboard/contacts/all).

**Expected result:** You see your customer table with a search bar near the top.

**2. Show the Portal Access column**

Open **Filters & settings**, make sure you are in **Table** view, and turn on the **Portal Access** column if it is hidden.

**Expected result:** Each row shows **Full** or **Ticket-only** in the **Portal Access** column.

![All Contacts table with Filters and Settings open and Portal Access column visible showing Full and Ticket-only values](https://mintcdn.com/carstoragesoftware/ggah6moKlxnkQYNH/images/contacts/contacts-portal-access-columns.webp?fit=max\&auto=format\&n=ggah6moKlxnkQYNH\&q=85\&s=8b8b53daa6dc00d390dc6a1c150a3b9d)

*Turn on the Portal Access column to compare Full storage customers and Ticket-only event guests on the same list.*

**3. Read Account Status on the same row**

Use **Account Status** to see portal **sign-in** progress: **Not signed in yet**, **Email Sent**, or **Signed In**.

**Why this matters:** Access level tells you **what** they can use after sign-in. Account status tells you **whether** they have signed in yet. You need both to answer portal questions on the phone.

![Contacts table showing Account Status, Portal Access, and row actions including Send Invite](https://mintcdn.com/carstoragesoftware/R5kE8xRstcG_Arf7/images/contacts/customer-journey-contacts-list.webp?fit=max\&auto=format\&n=R5kE8xRstcG_Arf7\&q=85\&s=d3b2a1ecbb5b2eb2e2377f8c50e969c0)

*Use Account Status and Portal Access together on the same row to understand each customer's portal situation.*

For a facility-wide view, open the [Customer Report](/docs/contacts/export-and-use-the-customer-report.md) and enable the **Portal Access** and **Account Status** columns.

## Send Invite and Resend Invite from the list

**1. When the button appears**

On [All Contacts](https://www.carstoragesoftware.com/dashboard/contacts/all), **Send Invite** or **Resend Invite** appears on a row when the customer has an **email address** and has **not** completed first sign-in (**Signed In**).

**Expected result:** You can send or resend the magic-link email from the list in one click.

**2. After the customer signs in**

Once **Account Status** shows **Signed In**, the invite button on that row goes away. The customer can request a new sign-in link themselves from your facility login page by entering their email.

**Why this matters:** After first sign-in, resending from the staff list is usually not needed—the customer uses the same email on the public login page.

**3. If they still need help**

Walk them through [Guide a customer through the portal](/docs/contacts/guide-a-customer-through-the-portal.md) or confirm they are using the email on their customer record.

## Additional contacts (spouse, assistant)

People listed under **Contacts** on a customer detail page can have their own portal access.

**1. Open the main customer's record**

Find the storage customer on [All Contacts](https://www.carstoragesoftware.com/dashboard/contacts/all) and open their detail page.

**2. Scroll to Contacts and edit the person**

In the **Contacts** section, find the spouse, assistant, or other person who needs their own sign-in. Click **Edit** on their row.

**Expected result:** An **Edit Contact** window opens.

**3. Turn on portal access**

Enable **Can access customer portal (login with their email)** and save a valid email address that belongs to that person.

![Edit Contact dialog with Can access customer portal checkbox enabled](https://mintcdn.com/carstoragesoftware/R5kE8xRstcG_Arf7/images/contacts/customer-portal-access-toggle.webp?fit=max\&auto=format\&n=R5kE8xRstcG_Arf7\&q=85\&s=05939e21e8c187820c588e638b41335f)

*Additional contacts need their own email and the portal access checkbox before they receive a separate invite.*

**Why this matters:** Each person signs in with **their own email** but sees the same cars and billing tied to the main account.

**4. Send their invite**

Use **Send Invite** on that contact's row. See [Manage additional contacts](/docs/contacts/manage-additional-contacts.md) for the full steps.

## What your team cannot do from the customer page

> [!WARNING]
>
> **No “turn off dashboard” switch on the main record**
>
> There is **not** a staff toggle on the primary customer page to revoke **Full** portal access. **Ticket-only** customers are limited by how they entered your system. If someone should not use the portal, work with your manager on the right process (for example mark the customer **Inactive** in CRM Information, or remove portal access on an **additional contact** only).

To pause a relationship while keeping history, use the **Active / Inactive** switch in **CRM Information** on the customer detail page. See [Edit customer details](/docs/contacts/edit-customer-details.md).

## Phone support: diagnose portal problems in order

When a customer calls about the portal, walk through these steps in order. Stop when you find the answer:

**1. Confirm you have the right customer record**

Search [All Contacts](https://www.carstoragesoftware.com/dashboard/contacts/all) by email—the same email they are trying to sign in with.

**If no match:** They may be using a personal email that is not on the record. Update the email or add an [additional contact](/docs/contacts/manage-additional-contacts.md).

**2. Check Portal Access**

Read the **Portal Access** column.

* **Ticket-only:** Explain they have event or marketplace access today—not the full storage dashboard. Set expectations for what they can see.
* **Full:** Continue to the next step.

**3. Check Account Status**

* **Not signed in yet** or **Email Sent:** Send or resend the invite from the row, or walk them through your facility login page.
* **Signed In:** They have signed in before—the issue is likely what is linked to their record, not the invite.

**4. Check what is linked to the record**

Open the customer detail page. Confirm **Cars**, **Documents**, and **Billing** are set up if the customer expects to see them.

**Why this matters:** A **Full** customer with nothing linked may sign in successfully but see empty sections.

## Troubleshooting

> [!WARNING]
>
> **Full customer sees Ticket-only (or the reverse)**
>
> Confirm **Portal Access** on their row. Ticket-only guests may need a full customer record with cars linked before they see storage features. Marketplace or event-only records may stay Ticket-only by design—explain what they can access today and what your team will set up next.

> [!TIP]
>
> **Signed in but missing cars or billing**
>
> Portal access level is separate from **what you linked** to the record. Link cars and documents first: [Link cars and documents to a customer](/docs/contacts/link-cars-and-documents.md).

> [!TIP]
>
> **Customer says the invite email never arrived**
>
> Check **Account Status** for **Email Sent**. Ask them to search spam or promotions folders. Confirm the email on the record matches what they expect. Use **Resend Invite** while the button is still available, or direct them to your facility's public login page to request a new link.

> [!TIP]
>
> **Spouse cannot sign in to see the cars**
>
> The main customer and spouse are different people in the system. Add the spouse under **Contacts** on the customer record, turn on **Can access customer portal**, and send **their** invite. They sign in with the spouse's email—not the main customer's email.

## What to do next

* First-time portal setup: [Invite a customer to the portal](/docs/contacts/invite-a-customer-to-the-portal.md)
* Phone support script: [Guide a customer through the portal](/docs/contacts/guide-a-customer-through-the-portal.md)
* Export portal and sign-in status: [Export and use the customer report](/docs/contacts/export-and-use-the-customer-report.md)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.