Overview
Understand what a contact on a commercial account sees when they review their invoices and payment history in the Commercial Customer Portal.
Before You Start
Available to companies with Smart Pro.
The contact must have Commercial Portal Access turned on and have signed in to the Commercial Customer Portal.
What a Contact Sees on the Portal Home Page
The home page opens with Total Amount Due and then a card for each area of the account:
Recent Invoices, with View All to open the full list
Account Statement
Claims
Documents
Storage Accounts
A Questions about your account? card closes the page, telling the contact to contact your company for help.
Each card shows its own empty state when there is nothing to show: "No invoices," "No claims," "No documents," "No storage accounts."
What the Invoices Page Shows
The Invoices page lists one row per invoice, with these columns:
Invoice
Project
Due Date
Status
Amount
Balance
Each row with a balance carries a Pay action that opens Pay Your Invoice. A contact with no invoices sees "No invoices."
What the Account Statement Shows
The Account Statement lists activity in date order with a running balance, and closes with Ending Balance. The columns are Date, Type, Description, Amount, and Balance.
The Type column holds one of four values.
Type | What it represents |
Invoice | An invoice issued on the account. |
Payment | A payment received, whether taken in the portal or recorded by your team. |
Refund | A refund issued back to the contact. |
Payment Retracted | A payment your team later reversed or deleted. |
An account with no activity shows "No Invoices or Payments."
How a Contact Reviews and Downloads an Invoice
The contact signs in to the Commercial Customer Portal.
The contact selects Invoices, or View All on the Recent Invoices card.
The contact selects an invoice to see its services and amounts.
The contact selects Download Invoice to save a copy.
The result: the contact has the invoice detail and can pay it with Pay from the same screen.
Note: An invoice with no service lines reads "No services on this invoice." The download shows "Downloading..." while it prepares.
Key Details
A contact sees only the account they are assigned to. An invoice on another account is blocked even with a direct link.
Balance on the Invoices page is what remains on that invoice, while Balance on the Account Statement is the running account balance after that row.
Ending Balance on the Account Statement is the figure to quote on a billing call.
Payments your team records in the office appear in the contact's statement alongside payments they made themselves.
Retracting a payment adds a Payment Retracted row rather than removing the original Payment row, so the history stays auditable.
Troubleshooting
My contact says a payment they made is missing from their Account Statement.
Confirm the payment posted by opening the project's Invoices & Payments tab. A payment that ended in Transaction Failed records nothing and does not appear in the statement.
My contact says their balance looks wrong.
Walk the Account Statement from the top with them. The Balance column is cumulative, so a Refund or Payment Retracted row moves the balance in the direction they may not expect. Ending Balance is the current figure.
My contact cannot see an invoice I sent.
Confirm the contact has Commercial Portal Access turned on and is assigned to the account the invoice belongs to.
My contact filtered the Invoices page and it looks broken.
When a filter matches nothing the page shows an empty-state message rather than a blank table. Ask them to clear the filter.
Best Practices
Record office payments promptly so the contact's Account Statement and balance match what they expect to see.
Use the Account Statement as the shared reference on a billing call, since you and the contact are looking at the same rows.
Send project invoices from the project rather than attaching them separately, so the contact's Invoices page stays complete.