Start with the client’s email address, the lead or customer record, and the document number they are trying to open. Staff should check the correct record before changing access.
No code arrives or the code fails
- Ask the client to check their inbox and junk folder.
- Compare the sign-in address with the email saved on the contact.
- Check the contact’s portal status. Not signed in and Has access both indicate that access has been granted.
- Ask the client to request a new code and use the newest one within 10 minutes.
- If Neptune asks them to wait before another attempt, wait before retrying.
The code request message does not prove an email has access. For privacy, it looks the same for addresses without access. See Client sign-in.
No portal access or the wrong portal opens
- Confirm access on the correct lead or customer. Use Grant portal access if needed.
- If several portals are offered, choose the dealer and record the document belongs to.
- A forwarded proposal email does not grant access to its new recipient. Add that person as a contact and deliberately grant access if they should see the record.
- A contact email change removes the previous access. Save the correct email and grant access again.
The no-access screen tells the client to contact their consultant. Do not ask them to use another person’s email or sign-in code.
A document is missing
Check that the document belongs to the selected record and has been sent. Draft documents, superseded proposals and earlier proposal or contract formats are not listed. Signed contracts and variations can remain available; being signed alone does not hide them.
Use the page controls in Documents to check later pages. For earlier documents, staff can use their existing customer-facing review links instead.
The proposal cannot be accepted
An expired proposal needs an updated proposal from the consultant. An accepted proposal shows its result instead of another acceptance button. If a proposal was superseded, ask the consultant for the current version.
Clients cannot change products or pricing themselves. Ask the consultant to prepare the requested changes before accepting.
A contract or variation does not open
Contracts and variations open in a new Gateway tab. Allow that tab in the browser and try again. For an expired review link, reopen the document from the portal. If it still fails, ask the consultant to check the document and send a current review link.
If signing is unavailable, check whether the document is already signed and whether all required supporting signatures, checklist items and acknowledgements are complete. See Open and sign contracts and variations.
A video, PDF or page does not load
Use Try again if the page offers it. For PDF preparation errors, wait a moment before retrying. Ask the consultant to check a personal video’s sharing settings if the player cannot load it.
If the problem continues, send your consultant or Neptune support the document number, the step that failed and the error wording. Never send a sign-in code.
Staff access controls are missing
Confirm that the contact has a valid email address saved on the record. If Client portal access could not be loaded appears, click Try again before changing access.