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.
If your customer is still having trouble accessing the site, we recommend sending the invitation again.
Hauler Hero is unable to offer phone support to your customers. If after troubleshooting the issues your customer may be experiencing and they still cannot login, please send an email to support@haulerhero.com and CC your customer. Please include all relevant information like name, account number, ect and a description of the problem.
Account Number does not exist error
If your customer is trying to sign up for a portal account and the system sends an error "Account number doesn't exist" this indicates your customer is trying to sign up from the portal login page.
Example:
This customer does not have a customer portal account
They are on your website and have clicked the sign into the portal option. When they enter an email that does not match to an existing portal, this error will pop up. The customer can request a portal sign up link from your business or can sign up using the Pay Now button on the emailed invoice.
Customer states they cannot Make A Payment online. They click the button and nothing happens.
This is correct if the customer has not first saved a payment method on file. The customer will need to select ADD PAYMENT METHOD and store either a credit card or bank account information. Once saved, they can then issue a payment
Customer has stated they do not want to store payment online, only want to make a one time payment. In that case, they can save the payment method first, make their payment and once they have the confirmation the payment was successfully processed, they can then remove the stored payment method.