On Thursday March 28, 2024 we will be updating the Customer Portal Login Page.
The webpage your customers will access their portal account from will not change. Your customers will still use http://yourbusinessname.haulerhero.com to access the portal. Existing portal users will access their account via the portal link and will select login with email.
What changes will your customers experience:
The login page will have a look catered towards your business and will no longer have Hauler Hero's information.
We will no longer refer to the login email as 'username'. The display will now ask to sign in with an email address.
Customers will also have the option to sign in with Google
(*see instructions below for assisting your customer with their first Google sign in)
Once logged in, the portal itself is the same. More updates to the portal will be later this year.
Inviting your customers to the portal:
Your customers will no longer be able to sign up from the portal website, instead they can sign up from the 'Review & Pay' option on the emailed invoice or you can initiate the invitation.
**If you have the portal link and instructions on how to sign up posted on your website, please update the site as the sign up option will no longer be available with that link**
Hauler initiated invitation -
From the customer's profile, select the paper airplane option next to Customer Portal
In the pop up form, enter a first name (this is so that we can create a more personalized email to your customer) as well as their email address.
The link that is sent to your customer is unique to their profile
You can save the information added to the customers contact if you wish
What the customer sees after you have invited them to the portal -
Customer will select ACTIVATE ACCOUNT and will be directed to the portal page.
They will select the option to sign in with Email or with Google
Email:
Customer will enter their email address, Full Name & create a password. Once created they can log in to their account.
Google:
A pop up will ask to sign into an open Google account or they can use another. The credentials to login will be specific to that Google account.
**Once a user has logged in with Google credentials they will no longer be able to log in with email and password and will always need to use the Google credentials. A new invitation can be sent to your customer if they need to use their email and password to login.
Customer Initiated Invitation -
When you send an invoice through email, the details in the body of the email are specific to your business only, with no Hauler Hero identification. The Review & Pay Online button will direct the customer to the portal sign in. If they do not have a portal account yet, they can select the sign in with email and will be prompted to create an account.
Additional details to know:
Your customers can now use the same email for multiple accounts. You will need to assist your customers in setting this up. You will need to send them an invitation from each profile to their email if they wish to have the same login for every account.
What will it look like for a customer who has used the same email for multiple accounts -
After entering email and password, they will be prompted to select which account they are accessing.
Once the customer is logged into their account, they will have the option to toggle between accounts without having to log out. Select the initials in the upper right hand corner and select the account to access from the drop down.
There will no longer be an option to view email activity or delete account. These options are no longer needed as the account can be recreated as many times as needed for your customer. You can create a new account or send a password reset if the customer cannot locate the reset option on the website.
Mass email notification to initiate portal access is no longer required. If you are just getting started on the platform and would like to invite all customers to the portal, please contact your Implementation or Customer Success Manager to initiate a bulk request. We do advise notifying customers that a portal account will be started for them. Although your company information is displayed in the email, the email is still technically sent through Hauler Hero and may cause some confusion for customers not familiar with the software you are using.
TROUBLESHOOTING:
We understand that due to our logo and company info on the portal page and invoice emails this has created some confusion in which website to access the customer should use to access their portal. We hope that by having your company information listed on the login page, this will help confirm that they are on the correct page.
If your customer has indicated that they are having trouble logging in, we ask that you please follow these guidelines for troubleshooting the issue.
Confirm that the customer is on the correct website. They should never go directly to HaulerHero.com and select the sign in button. This option is only used for Haulers and will not give them access to the portal.
If your customer believes they are on the correct portal page, please confirm the logo they see at the login screen. Do they see a Hauler Hero logo? Do they see the words "Not a Hauler Hero Customer? If so, this confirms they are not on the portal and need to be directed to the correct site. Do they see your logo? They're on the correct page.
