Use this guide when you cannot sign in to 3PM Base Client Portal, cannot see a shared Project, or cannot open a Document, Quote, or payment option. Most problems are caused by using a different email address, an unverified email, or access that has not yet been enabled for the Project.
If you do not receive the verification email, check your junk or spam folder and confirm that your email address is entered correctly. Ask your contractor to confirm the invitation email if the message still does not arrive.
The Projects page only shows Projects that have been shared with your account. If it shows No Projects Found, ask your contractor to check the sharing settings described below.
Refresh the page, sign out, and sign in again. If the problem continues, try a current version of another browser and temporarily disable browser extensions that block pop-ups, cookies, or payment fields. Keep the original Client Portal link when trying again; a custom link may include a Client Portal URL Slug.
Note: A Client Portal account and Project access are separate. Successfully creating an account does not automatically give access to a Project.
Ask the team member managing your Project to check the following in 3PM Base:
The team member can open the Project's Client Portal area and review the linked client list and invitation status. A status of invited means the account has not completed the required sign-in activity. A status of accepted means the email has been verified and the account has signed in.
If the link opens the wrong account or redirects unexpectedly, ask the team member to confirm the link they sent and the account's Client Portal URL Slug. A Slug accepts lowercase letters, numbers, and hyphens and must be 3–50 characters long.
Open the Project and check the Documents section. If no files are listed, the team may not have uploaded or shared a Document for that Project yet.
You can use Download for a listed file. If a file will not open, try downloading it first and opening the downloaded copy. If the file is missing, ask the team to confirm that it was added to the same Project you are viewing.
The Client Portal accepts images, PDF files, Word documents, and Excel documents for client uploads. Use Upload Document or drag a supported file into the Documents area. If an upload fails, try one file at a time and check that it is one of those file types.
The Quotes section shows Quotes that have been sent or approved. A Quote that is still being prepared, or has another status, will not appear in the Client Portal.
If a Quote is missing, ask the team to confirm:
A Quote may include a Payment Schedule. Payment schedule items can show PENDING, PAID, or RELEASED. Only a pending item presents a payment action.
The Project page can include Invoices and Payments. Invoices shown to clients can have the statuses SUBMITTED, APPROVED, or PAID. A paid Invoice cannot be paid again.
Check the Invoice's Due amount and status before trying to pay. If the Invoice is already marked PAID, no further payment is available for it. If an expected Invoice or payment is missing, ask the team to confirm that it belongs to the shared Project.
When a Quote payment asks you to choose a payment option, the available option is Credit Card. The payment screen may display Select Payment Method before you enter or select card details.
If you save a payment method, 3PM Base supports card payment methods only. If the payment form does not appear, shows an error, or cannot save the card:
Warning: Do not send full card numbers or security codes to your contractor by email or chat. Enter payment details only in the secure payment form shown by 3PM Base.
Contact the team managing your Project when:
Include the email address used for the Client Portal, the Project name or number, and the exact message shown on screen. Do not include your password, full card number, or security code.
