Why is a customer not available to link to a Portal user?

To grant access to view contracts in the Portal, a Portal user must be connected to one or more Accounts (representing Customers or Guarantors).

The Customer Portal is designed to help borrowers/lessees with active contracts (booked and not terminated) self-service on various questions and needs.

Because of that, the Accounts returned when searching for accounts to link to a user are limited in the following ways:

1. Has at least 1 active contract? - An account will only be returned in the search if it is the customer or guarantor on at least one active contract.
2. Does the Contract have the correct Private Label? - Following on the first question, if the account you are searching for has no active contracts with a Private Label that is mapped to the selected branded site, they will not be returned in the search.
   
3. Have you waited long enough since booking?  - Following on the first two points, if the account is a customer or guarantor on at least one active contract and the contract has a relevant private label for the selected branded site, you still may need to wait for up to 15 minutes for that account to sync to the Portal from ASPRIE. This case could apply if the Account has only one relevant active contract.

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