Who this is for: Customer Care and anyone handling portal tickets. What it covers: the most common portal complaints and what usually causes them.

"Look's like the power's out."

The error screen. Customers see this both during a real outage and when they have no project to show.

The error screen. Customers see this both during a real outage and when they have no project to show.

This screen is shared by two very different problems. Most of the time it is not an outage. It means the customer is signed in but the portal could not find a residential project for them. Check, in order:

  1. Are they still a contact on the project? Open the project in Sunrise. The person must be the primary or secondary contact. If a contact was swapped or removed, they lose access straight away.
  2. Is it a residential project? Commercial and service projects never appear.
  3. Is their login tied to the right customer record? A duplicate customer in Sunrise (often from a duplicate HubSpot contact) can leave the login pointing at a record that is not on the project.
  4. Did sign-up finish properly? In rare cases sign-up appears to succeed but the portal account is never linked. If steps 1 to 3 look right, send the customer's email and project ID to the software team.

If many customers report it at once, it is probably a real outage. Tell the software team.

During planned maintenance the same heading appears with "We're currently under maintenance."

Quick answers

Customer says Likely cause What to do
"No invitation found for this email" They signed up with a different email than the invite. See the sign-up page. Resend the invite to the right address.
"My project says canceled" The project is marked on hold in Sunrise; the portal shows that as canceled. Check the on-hold status and retention reason in Sunrise.
"A step is checked but wasn't done" The task was deleted or archived, which counts as done. Recreate the task in Sunrise.
"My appointment time is wrong" The appointment field on the Sunrise project is out of date. Update it in Sunrise; the customer refreshes.
"I can't find a document" It was uploaded under a category the portal does not show. See the Documents page for the category list.
"There's no estimated completion date" Estimates falling in 2026 are hidden on purpose. Give the customer the estimate directly if appropriate.
"I don't get texts any more" They texted STOP, or turned off Text notifications. Have them text START to 512-489-3101, then turn the switch back on.
"My spouse can't log in" They are not the secondary contact, or were replaced. Add them as secondary contact in Sunrise or the portal; they get their own invite.
"I can't reset my password" They signed up with Google or Facebook, or the 15-minute link expired. Use the Google or Facebook button, or request a new link.
Electricity Plan menu item missing It only shows for ONCOR, AEP Texas, TNMP and Centerpoint customers. Expected.

Before escalating to the software team

Include the customer's email, the Sunrise project ID, what they see (impersonate and take a screenshot), and when it started.