When your client can't see something

Everything on the portal is controlled by one rule on your side, so when a client says something is missing, it is nearly always one of the rules below. Start with View Portal on the project’s Client Portal tab — the preview shows you what they see.

The rules, surface by surface

• A site update — the portal shows only the weekly client updates you have sent, never your team’s own site updates. A revoked client update disappears until it is re-sent.
• A drawing — only revisions marked Approved appear, and a drawing with no approved revision doesn’t appear at all. Approving the revision is what publishes it.
• A calendar event — only events marked Visible to client appear on the portal calendar. The setting is off by default, so a missing event usually just hasn’t been marked.
• A file — the portal shows exactly the project’s Client Portal folder. If a file isn’t in that folder, the client cannot see it; upload it there from the Client Portal tab.
• A post — clients see only the portal’s own conversation on My Project. Posts written on the ordinary Posts page go to the team unless the composer was set to To: Client before sending; in the feed those ones read posted to the client and carry a green eye on the author’s avatar.
• The timeline — clients see milestones, not the chart: one per phase with at least one active week. A phase with no weeks lit up on the timeline produces no milestone.
• Snagging — the portal’s Snagging page appears once the project is moved to Snagging, and stays on a completed one. There is no picking which snags clients see — they get the same list as you, minus assignees and attachments.
• A variation — clients see every variation, but one still being priced shows as awaiting price with no amount until it is sent.
• A selection — a selection reaches the portal only once it has been sent to the client; drafts never appear.
• Tasks and approvals — never on the portal, by design.

If the whole portal is the problem

A client who cannot sign in at all is usually on an expired invitation — an administrator can re-send it from the Client Portal tab while it is still pending, and remind them the newest email replaces the old password. And once a project has been completed, client access ends three months on; past that date the portal is closed to them.