Clients & the support portal — WPClientHub Docs

What it does

Plans: the Help Desk and client portal are included on Agency and Scale (and on the 14-day Agency trial every new account starts with). On Free or Studio the Help Desk shows an upgrade page and the client portal is switched off until you upgrade from Settings → Billing — nothing is deleted in the meantime. Organizations that used the Help Desk before October 2026 keep it on their current plan. See Your WPClientHub plan & billing.

The support portal is what your clients use — a separate, branded surface at portal.wpclienthub.com/<your-agency> or your own custom domain. Clients sign in with a passwordless magic link emailed to them, never a password. On the portal they can open a request, see its status and any reply, view and approve/decline an estimate, see a plain-language "where things stand" summary, and — once you have billed them through the Billing Suite — an Invoices tab with every invoice you issued, its lines, a PDF download and a way to pay. Never internal notes, evidence, prices, or anything belonging to another client.

How to

Turn on Help desk access for a client (see Managing clients) and add a contact — they receive an invitation email with a 7-day link.
A client requests a fresh sign-in link any time from the portal login page; it is single-use and expires quickly.
To use your own address instead of the shared portal.wpclienthub.com host, add a custom domain from Help Desk → Settings: point it at the portal host and prove ownership with a TXT record — the certificate is issued automatically the first time it's visited.
On Agency and Scale, sign-in links, invitations, request updates and estimates can come from your own email address too — see Client emails from your own domain.
Set your brand name, logo and colour from Help Desk → Settings → Branding so every portal page and email a client sees looks like your agency, not WPClientHub.
The Invoices tab appears in the portal navigation as soon as a client has at least one issued invoice. Each invoice shows its number, date, amount, status and due date; the detail page lists the lines, offers Download PDF, and a Pay button — Stripe's hosted page for Stripe invoices, otherwise the invoice's payment link (or your default one), otherwise your written payment instructions.

Limits & defaults

Setting	Default
Sign-in magic link	15 minutes, single-use, throttled 5 attempts per email / 20 per IP per 15 minutes
Invitation link	7 days, single-use, one reminder if unaccepted after 48 hours
What a client never sees	Internal notes, agency-only evidence, prices before they're sent as an estimate, other clients' data
Invoices tab	Shown only when the client has at least one issued invoice; drafts are never shown; each client sees only their own
Portal enabled by default	No, for a new client

Troubleshooting

A client didn't receive their sign-in link

Ask them to check spam, then request a fresh link — every request gets the same generic confirmation whether or not the email is registered, by design, so this never confirms or denies an account's existence to an outside party.

The custom domain never goes live

Confirm the TXT record matches exactly what Help Desk → Settings shows, and that the CNAME points at the portal host — the certificate is only issued once the hostname is verified.

A client can't find their invoices

The Invoices tab only appears once at least one invoice has been issued to that client (drafts don't count). Check the invoice is on the right client under Billing → Invoices, and that the person is a contact of that client.

A client sees the "sign-in link sent" message twice

This was a known display bug and is fixed — if you still see it, a hard refresh should clear a stale page.