Client Portal View (User experience): Journey, Timeline, and Start Your Move In

This article describes what the client sees in the client portal for an inspection job, including the Progress (journey) steps, the Timeline in the sidebar, and the Start Your Moving Plan section. Use it when explaining the portal to clients, troubleshooting what they see, or training internal staff on the client experience.

Where the client sees it

The client opens the client portal from a link that the company or agent sends them (for example in an email or text). The link includes the job and takes them to a single page for that job. Clients do not log in with a password; the link itself is their access.

On that page the client sees:

• On the left (on desktop): A Progress box that tracks their inspection journey, their Appointment time, and Property Details.

• In the main area: A set of expandable sections (accordion) such as View Completed Report, Sign Agreement, Pay for Your Service, Create Repair List, and Start Your Moving Plan.

When the client will see each section

Which sections appear for the client depends on:

• The client's role on the job — Permissions are assigned by role (for example to view the report, pay, sign agreements, create repair lists, or use the moving plan). The client only sees sections they are allowed to use.

• What is turned on for the job — Some options (like repair lists or the moving plan) are only shown if they were enabled for that inspection in settings.

If a client reports that they do not see a section (for example Start Your Moving Plan or Create Repair List), it may not be enabled for their role or for that job. Check the contact's role and the job's portal features to confirm what they have access to.

What each part is for (client view)

Progress (journey / Timeline)

The Progress box in the left sidebar is the client's inspection journey. The line under the title says Track your inspection journey. It shows steps such as:

• Collect Information — Inspection scheduled and information gathered.

• Sign Agreement — Review and sign required agreements (with a link such as View Agreements when done).

• Pay for Your Service — Invoice and payment (with Pay Now when payment is due).

• View Completed Report — When the report is ready (with View Report to open it).

• Create Repair List — Create repair lists from the report (with Create Repair List or View Repair Lists).

• Start Your Moving Plan — Moving assistance (with View moving plan to open that section).

Each step is marked as completed, in progress, or pending. A progress bar at the top shows how many steps are done. Clicking a link in the Progress box takes the client to the matching section in the main area.

Main sections (accordion)

The main area is a list of sections the client can expand or collapse:

• View Completed Report — See and open the inspection report(s). The subtitle may say how many reports are available or that reports will appear when ready.

• Sign Agreement — Review and sign any required agreements. The client may see Completed when all are signed.

• Pay for Your Service — See the invoice, balance or total, and use Pay Now to pay. When payment is pending or complete, the client may see Pending Payment or Paid. For some jobs they can open View Invoice PDF.

• Create Repair List — Build repair lists from the inspection and request quotes. The subtitle may show how many lists they have or how many quotes were received.

• Start Your Moving Plan — This is the Start Your Move In–style section. Inside it the client sees Move-in Made Easy: a short description of a free call service to help with utilities, internet and TV, home insurance and security, and moving offers. The client may see:

  • Claim Free Moving Assistance — Opens the moving assistance link (after identity verification).

  • Verify Your Identity — Shown when the client must verify their identity before the moving plan is available.

  • Unavailable or a short message if the service is not available for the job.

After the client uses a section

• Reports — When the client opens View Completed Report, they can view or download the report from the links shown.

• Agreements — Once the client signs, the step is marked completed in Progress and the Sign Agreement section can show All agreements signed.

• Payment — After the client pays, the invoice section shows Paid and the Progress step is completed.

• Repair lists — After the client creates lists and requests quotes, the section updates with how many quotes were received.

• Moving plan — After the client verifies their identity (if required), Claim Free Moving Assistance becomes available and opens the external moving-assistance service in a new tab.

Important to know (for internal reference)

• The link the client receives is their access; clients should not share it if the information is private.

• Some steps (for example Pay Now or View Report) are only clickable when the job is in the right state (for example job confirmed, report ready, or identity verified).

• Start Your Moving Plan uses an external partner (HomeBinder). After the client clicks Claim Free Moving Assistance, they leave the portal to complete that step.

• If a client is missing a section, their role's permissions or the job's portal settings may not include it; verify in settings or contact/role configuration.

Need help?

• For how the client portal works or how to configure client access: see setup documentation or contact your internal admin.

• For client-reported payment or invoice issues: use your company's standard escalation or support process.