This section provides answers to the questions we receive most often from Client Portal users. It is designed to help you quickly resolve common issues and better understand the platform's functionality.
Before contacting support, we recommend reviewing the questions below, as they may provide an immediate solution to your issue. If you cannot find the answer you are looking for, please contact your account manager or our support team for further assistance.
How can I upload a credit/cancellation file?
In the Client Portal, users are able to upload a credit file that the agency must process for your campaigns. That way, they will get insights on how many subscriptions have been cancelled and how much they have to credit back.
Step 1 - Go to the Uploads section
In the top-menu, select the 'Uploads' tab to open up the menu, you have the option to use our predefined filters to look up for a specific upload if needed.
Step 2 - Search for existing uploads
When you're ready setting up the filters (or not), press on 'Search upload' to generate the overview of previously uploaded credit files.
This allows us to see, previous uploads, their upload status and file information.
Step 3 - Create a new upload
To upload a new credit file, press the 
icon to starting creating a new upload. This will open up a new upload section in where you can add information.
Step 4 - Fill in the required information
To meet the requirements of uploading a new file, you need to set the following sections:
Account - Select the account that the credit document belongs to
File type - Select the correct file type (example: Credit request)
Step 5 - Upload your file
Once you selected the account and file type, press the 
icon to select the file you would like to upload. Take in mind that only the following file formats are supported:
CSV
TXT
Step 6 - Save the upload
After selecting your file, confirm the upload by pressing on 'Save' at the bottom. The credit file will now appear in the upload overview and where you can track its status.
Important note: Make sure the credit file follows the correct format required by your agency. If the format is incorrect, the file may not be processed.
If you are unsure about the required format, please contact your agency contact to verify its format.
How can I find and download invoices?
All invoices available to your organization can be accessed through the Client Portal. This section explains where to find your invoices, how to search for specific billing periods, and how to download invoice documents when needed.
Step 1 - Go to the financial section
In the top-menu, select the 'Financials' tab to open up the menu, you have the option to use our predefined filters to look up for a specific invoice if needed.
Step 2 - Search for invoices
For looking up invoices, we have the following filters available:
Invoice number
Campaign
Project
Period
Date range
Invoice amount
After setting the filters, press on 'Search Invoice' and the results will appear on the left side of the screen.
Step 3 - Open the invoice
Press on the desired invoice in the list to view its details. You will then be able to see information such as:
Invoice number
Invoice data
Campaign and project
Invoice period
Total amount
Step 4 - Download the invoice
Finally, to download the invoice, go to 'view invoice' and press the 
icon to download the selected invoice. The invoice will be downloaded as a PDF file.
Important note: Not every Client Portal user has access to the financial tab.
Your agency decides which sections are visible in your Client Portal account. If you don't see the Financial tab, please contact your Agency contact.
How can I search for Transactions in the Archive?
The Archive stores all completed and historical transactions available to your organization. This section explains how to use the search and filter options to find specific transactions and view their details.
Depending on the permissions, you will be able to:
Look up the transaction information
Download the transaction PDF document
View contract details
Listen to call recordings
Step 1 - Go to the Archive section
In the top-menu, select the 'Archive' tab to open up the menu, you have the option to use our predefined filters to look up for a specific invoice if needed.
Step 2 - Search for a transaction
Use the 'Search filters':
Transaction ID
SEPA ID
Form ID
Date range
Call center code
Email address
Mobile phone
Postal code
Canceled transactions
After entering your search criteria, press on 'Search contracts' to generate a list of the transactions, these will be appearing on the left-side of the screen.
Step 3 - View transaction details
Select the transaction that you want to look at and view its details. In this window you will be able to see information such as:
Transaction status
Sales date/time
Project
Product details
Donation amount or contract information
Additional remarks
Step 4 - Download the transaction
In the ID's and files section, you are able to download the transaction document. Click the to download the PDF-file.
Step 5 - Listen to call recordings
Depending on your permissions, you are also able to listen to the call recordings of each transaction, the recording is available in the voicelog callcenter section.
Important note: Not every user has access to all Archive capabilities.
Your agency decides which sections are visible in your Client Portal account. If you don't see the Archive tab, please contact your Agency contact.
