Clients use a secure customer portal to work with your practice in one place: review proposals and eForms, add or update payment details, pay outstanding bills, and open statements you have sent. They do not need an OnboardMe login.
What the customer portal is
Payment and account links open a branded customer portal (separate from one-off onboarding, proposal welcome, or lead forms). Clients see your practice logo and a clear Customer portal heading, with a sidebar to move between areas.
What clients can do
After they sign in (see Getting in below), the portal is organised into tabs:
Dashboard
Outstanding balance and count of overdue invoices.
Counts of pending proposals and pending eForms waiting on them.
Invoice ageing breakdown (and chart) when they have unpaid bills.
Proposals
See proposals sent to them, grouped into waiting for you, completed, drafts (not sent yet), and closed.
Open a proposal in a new tab to review and accept (when the practice has sent it).
Download a PDF for completed proposals where a PDF is available.
eForms
Same pattern as proposals: forms waiting for you, completed, unsent drafts, and closed items.
Open a form to complete and submit it.
Download a PDF after submit when available.
Bills and payments
This tab combines payment methods and invoices:
Add or update payment details - save a card and/or bank account through your connected provider (Pinch, Stripe, or Apxium), for future automatic or manual payments.
Notify the practice when they have finished updating details (optional email to your team).
Outstanding bills - view dates, balances, and days overdue; open bill details or download an invoice PDF.
Pay one bill or pay several at once with card or bank, where your practice allows both.
If they owe nothing, they can still set up or update payment details for future bills.
Statements
View statement history for periods your practice has sent (activity or open-item layouts).
View a statement in the browser or download a PDF copy for their records.
Statements appear here after you generate and send a statement run from Bills & Payments in OnboardMe. Clients only see statements linked to their account.
Getting in
From your email: They are recognised automatically when the payment portal link is still valid (about two weeks).
From a general link or an old email: They enter their email and details that match your records (name and business or tax identifiers for your region), then continue.
If a personalised link expires, they can request a new sign-in email with a code, or sign in with their details again.
When their secure session ends, they verify again the same way. No practice staff login is required on the client side.
When a customer adds a new payment method, OnboardMe can email your practice that payment details were added (depending on your notification settings).
Send clients a link from OnboardMe
Email a Payment portal link so they land on the right account. The message uses your Payment Portal Link template (customisable under email templates) and includes the client name, practice name, and who sent it.
Send from:
A client record - open the client, go to Payment Details, then Send Payment Portal Link (the client needs an email address and to be set up with your payment provider).
Payment Status Dashboard - under Clients, open Payment Status Dashboard, send to one client, or select several and use Send portal link in bulk. If a client is not set up with Pinch, Stripe, or Apxium yet, use Create/Link first, then send.
On first use, OnboardMe can create the practice Payment Details external link if one does not exist yet.
You can also copy a general portal link from Templates > External links (type Payment Details; see Set up a Payment Details external link) and share it on your website or by SMS. Clients using that link confirm their identity on the page.
What you need in place
A payment provider connected: Pinch / Apxium (AU), Stripe (UK/NZ), or as configured for your region.
Clients saved in OnboardMe with an email and linked to the payment provider for card and bank capture.
Proposals and eForms appear in the portal when they are associated with that client (or linked contact) in OnboardMe.
Statements appear after you send them from OnboardMe; enable statement email on the client if you use alternate billing contacts.
Optional: customise the Payment Portal Link email under your templates.
You can set a notification user on the Payment Details external link so someone in the practice is told when a client finishes setting up payment details from the portal.
Where to find it in OnboardMe
Task | Where in OnboardMe |
|---|---|
Email one client | Client > Payment Details > Send Payment Portal Link |
Email many clients | Clients > Payment Status Dashboard > select clients > Send portal link |
Copy a general link to share yourself | Templates > External links > Payment Details > copy link |
Send statements clients will see in the portal | Bills & Payments > Statements tab (generate and send a run) |
Related
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