> ## 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.

# Help customers complete onboarding paperwork

> Walk customers through contract signing and document uploads during their first portal setup.

## What you will accomplish

You will understand what customers see during **customer app onboarding**—signing storage agreements and uploading insurance or registration—so you can coach them by phone or email and confirm everything landed on their record.

This guide covers the **customer portal experience**. Staff turn onboarding on in [Attach contracts to customer workflows](/docs/contracts/attach-contracts-to-workflows.md).

## When to use this guide

* A new customer just received a portal invite and will sign in for the first time.
* They are stuck on **Contract Signing** or **Document Upload** during onboarding.
* You enabled onboarding steps and want to describe what happens next before the customer calls.
* A customer says "the app won't let me finish setup."

## Before you start

* Onboarding is configured in [Settings > Customer onboarding](https://www.carstoragesoftware.com/dashboard/settings/customer-onboarding) (see [Attach contracts to customer workflows](/docs/contracts/attach-contracts-to-workflows.md)).
* Contract templates and document types are ready in [Settings > Contracts & Documents](https://www.carstoragesoftware.com/dashboard/settings/contracts-and-documents).
* The customer's **email** on their record is correct—they sign in with a link sent to that address.
* You know which steps you turned on: **Cars**, **Document Upload**, **Contract Signing**, or others.

![Customer onboarding settings showing Customer app onboarding toggle and onboarding steps list](https://mintcdn.com/carstoragesoftware/R5kE8xRstcG_Arf7/images/contracts/contracts-customer-onboarding-settings.webp?fit=max\&auto=format\&n=R5kE8xRstcG_Arf7\&q=85\&s=5a478d2fd6b8ac894ecbc2687971b741)

*Staff enable onboarding in [Settings > Customer onboarding](https://www.carstoragesoftware.com/dashboard/settings/customer-onboarding). The steps you turn on here are what customers see after first sign-in.*

## What the customer sees first

After the customer opens their portal invite and signs in, they may enter **customer app onboarding** before the main portal menu.

The onboarding screen walks through steps your team enabled—such as profile details, **Cars**, **Document Upload**, and **Contract Signing**. The order on your settings page is the order customers follow (with automatic adjustments when a contract needs vehicle details first).

![Customer portal onboarding screen showing setup steps including Add Your Vehicle, Contract Signing, and Document Upload](https://mintcdn.com/carstoragesoftware/Y2uxZmzRWHSqQdJO/images/contracts/customer-onboarding-steps-overview.webp?fit=max\&auto=format\&n=Y2uxZmzRWHSqQdJO\&q=85\&s=43a5defd65bef15f6a64777fb9cb4988)

*Onboarding appears after first sign-in when **Customer app onboarding** is enabled in settings. Steps match what you turned on in [Settings > Customer onboarding](https://www.carstoragesoftware.com/dashboard/settings/customer-onboarding).*

**Expected result:** The customer sees a short checklist of steps—not the full staff dashboard.

> [!NOTE]
>
> **Onboarding only shows once**
>
> Customers who already finished onboarding—or who were set up entirely by staff—usually go straight to the portal home. This guide is for **first-time** portal users going through your enabled steps.

## Step 1: Cars before vehicle contracts

If your storage agreement includes vehicle year, make, model, or VIN, the customer may need to **add their car** before signing.

**1. Look for Add Your Vehicle**

The screen title may read **Add Your Vehicle**. Fields include **Make**, **Model**, **Year**, and optional **Color** and **VIN**.

**2. Coach them to enter accurate details**

Ask them to match the registration or insurance card. Wrong vehicle details flow into the agreement PDF.

**Why this matters:** Fixing a car after signing usually means voiding or replacing the contract—much slower than getting it right here.

**3. Tap Continue**

When they tap **Continue**, the app saves the vehicle and moves to the next onboarding step.

**Expected result:** The vehicle appears on their customer record before contract signing opens.

> [!TIP]
>
> **What to say on the phone**
>
> "On the **Add Your Vehicle** screen, type the year, make, and model exactly as they appear on your registration. If you have your VIN handy, add that too—it helps us match the right car."

> [!NOTE]
>
> **If the customer does not see Add Your Vehicle**
>
> Your facility may have already added the car from the office, or the **Cars** onboarding step may be turned off. If the agreement still shows blank vehicle lines, stop and fix the car on the customer record before they sign.

> [!TIP]
>
> **Staff can add the car first**
>
> If the customer struggles with vehicle entry, add the car from [Contacts](https://www.carstoragesoftware.com/dashboard/contacts) or [Cars](https://www.carstoragesoftware.com/dashboard/cars) before they reach **Contract Signing**. Refresh their onboarding screen afterward.

> [!NOTE]
>
> **Payment step blocks some test environments**
>
> If your facility turned on a **Payment** onboarding step, customers may need to add a card or complete checkout before they reach the main portal. In development or when payments are not configured yet, ask your admin to disable the **Payment** step in [Settings > Customer onboarding](https://www.carstoragesoftware.com/dashboard/settings/customer-onboarding) or finish payment setup in [Connect payment processing](/docs/settings/connect-payment-processing.md).

## Step 2: Contract Signing during onboarding

When **Contract Signing** is enabled, customers review and sign required templates.

**1. Find Sign Your Contract(s)**

The customer may see **Sign Your Contract(s)** with a progress line such as **0 of 1 signed** before they start, then **1 of 1 signed** after they finish.

**2. Tap Review & Sign Now**

This opens the same browser signing page used for email links—not a separate app install.

**3. Complete location if asked**

Some templates require **location access** in the browser. Ask the customer to choose **Allow** or **Allow While Using This Site**, then tap **Enable Location** or **Try Again** if the page asks.

**Why this matters:** Location is a template setting your team chose in [Create a contract template](/docs/contracts/create-a-contract-template.md). Without permission, **Sign Contract** may stay disabled.

**4. Review every page**

The customer must view all pages of the PDF. On-screen text may say **Review every page before signing** or show how many pages are left until signing is allowed.

**5. Sign and initial**

They draw a signature and initials where required, then tap **Sign Contract** when the button turns active.

**6. Return to onboarding**

After signing, they return to onboarding. If the step still shows incomplete, ask them to tap **Refresh Status**, then tap **Continue** when **Contracts Signed** appears.

**Expected result:** The success screen shows **Contracts Signed** with a **Continue** button—no refresh needed when everything already shows signed.

![Customer contract signing page with agreement details, signature pad, and Sign Contract button](https://mintcdn.com/carstoragesoftware/Y2uxZmzRWHSqQdJO/images/contracts/customer-contract-signing-page.webp?fit=max\&auto=format\&n=Y2uxZmzRWHSqQdJO\&q=85\&s=f419c942d34c356543b8af8602af3893)

*Onboarding uses the same signing page as email links. Customers sign in a web browser on a phone or computer.*

![Contract Signing step configuration in customer onboarding settings](https://mintcdn.com/carstoragesoftware/Y2uxZmzRWHSqQdJO/images/contracts/contracts-onboarding-contract-config.webp?fit=max\&auto=format\&n=Y2uxZmzRWHSqQdJO\&q=85\&s=34d7d8c6c16e561fae9596a452f4cb6a)

*Staff choose which contract templates are required during onboarding in [Settings > Customer onboarding](https://www.carstoragesoftware.com/dashboard/settings/customer-onboarding).*

**Expected result:** Contract status on the staff customer record moves to **Signed** or **Completed** (see [Review signed contracts and document history](/docs/contracts/review-signed-contracts-and-documents.md)).

## Step 3: Document Upload during onboarding

When **Document Upload** is enabled, customers upload required files before finishing setup.

**1. Find Upload Document(s)**

Each required type appears with its own **Upload** button named for that document—for example **Upload Insurance**.

**2. Upload each required file**

They choose a photo or PDF for each type. **Continue** stays disabled until required uploads are complete.

On a phone, the camera option is often easiest for insurance cards.

**Expected result:** Each type shows the uploaded file name before they move on.

**3. Skip for now (if shown)**

Some facilities allow **Skip for now** when a type is optional. Required types cannot be skipped.

If your team expects every customer to upload, leave required types only in [Document Upload step configuration](https://www.carstoragesoftware.com/dashboard/settings/customer-onboarding)—see the screenshot below.

![Document Upload step configuration modal showing required document types for onboarding](https://mintcdn.com/carstoragesoftware/Y2uxZmzRWHSqQdJO/images/contracts/contracts-onboarding-document-upload-config.webp?fit=max\&auto=format\&n=Y2uxZmzRWHSqQdJO\&q=85\&s=3b595221104c2e0384908c9d0e407233)

*During onboarding, customers only see document types you select here—and only types with **Customer Access** enabled in [Settings > Contracts & Documents](https://www.carstoragesoftware.com/dashboard/settings/contracts-and-documents).*

> [!TIP]
>
> **What to say on the phone**
>
> "Tap **Upload Insurance**, then choose a photo of your insurance card or a PDF from your email. Wait until you see the file name appear before you tap **Continue**. If **Continue** stays gray, you may still owe another required upload."

## Step 4: Payment or billing steps (when enabled)

Some facilities require a payment method or product purchase during onboarding. If your team turned on billing steps, customers may see card entry or a product checkout screen before they reach the main portal.

> [!NOTE]
>
> **What staff should know:** Payment steps are configured in [Settings > Customer onboarding](https://www.carstoragesoftware.com/dashboard/settings/customer-onboarding) and [Connect payment processing](/docs/settings/connect-payment-processing.md). If a customer says "the app will not let me finish without paying," confirm with your manager whether that step is required—or whether the customer should choose a listed product.
>
> **What to say:** "If you see a payment screen, that is part of our signup process. Enter the card shown on screen, or call us if you believe you should not be charged during setup."

## Step 5: Confirm from the customer record

**1. Open the customer in Contacts**

Go to [Contacts](https://www.carstoragesoftware.com/dashboard/contacts) and open the customer who finished onboarding.

**2. Review Documents & Contracts**

Confirm signed agreements show **Completed** (or **Signed**) and uploads appear with the correct document type labels.

**Expected result:** The section header might show counts such as **2 documents, 1 contract** when both uploads and agreements are on file.

![Staff view of customer Documents and Contracts after onboarding](https://mintcdn.com/carstoragesoftware/Y2uxZmzRWHSqQdJO/images/contracts/customer-documents-contract-list.webp?fit=max\&auto=format\&n=Y2uxZmzRWHSqQdJO\&q=85\&s=43400d565b72739be6f21ae3d43fa50e)

*After onboarding, contracts and uploads appear together for staff review.*

## What to tell customers who get stuck

> [!NOTE]
>
> **"Sign Contract is grayed out"** — They may need to scroll through every page, allow location, or add signature and initials.
>
> **"I do not see my car on the agreement"** — They may need to finish **Add Your Vehicle** first, or staff should fix the car on the record.
>
> **"Upload button does nothing"** — Try a smaller photo, switch from cellular to Wi‑Fi, or use staff upload with [Upload a document for a customer](/docs/contracts/upload-a-document-for-a-customer.md).
>
> **"I already signed but onboarding will not continue"** — Ask them to tap **Refresh Status** on the contract step, wait five seconds, then tap **Continue**. If it still sticks, sign out and sign in again with the same email link. Confirm on [Contacts](https://www.carstoragesoftware.com/dashboard/contacts) that the contract shows **Completed** before you ask them to retry.
>
> **"I never saw onboarding"** — They may have already finished it, or your facility may not require portal onboarding. Check [Settings > Customer onboarding](https://www.carstoragesoftware.com/dashboard/settings/customer-onboarding).
>
> **"Stuck on Payment or checkout"** — Confirm payments are set up, or turn off the **Payment** step for customers who pay in person. Staff can still collect paperwork with [Upload a document for a customer](/docs/contracts/upload-a-document-for-a-customer.md) and [Send a contract for signature](/docs/contracts/send-a-contract-for-signature.md).

## What success looks like

* The customer finishes onboarding without staff entering data for them.
* Required contracts show **Completed** on the customer record.
* Required uploads appear under **Documents & Contracts**.
* The customer can use the main portal (events, cars, billing) after onboarding.

## What to do next

* [Help customers upload documents in the portal](/docs/contracts/help-customers-upload-documents-in-the-portal.md) for uploads after onboarding.
* [Send a contract for signature](/docs/contracts/send-a-contract-for-signature.md) when one customer needs an agreement outside onboarding.
* [Guide a customer through the portal](/docs/contacts/guide-a-customer-through-the-portal.md) for everyday portal use after setup.


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