Customer Portal - Unknown Errors when attempting to log into the new Customer Portal

Unknown Errors when attempting to log into the new Customer Portal 

These are few troubleshooting tips that have helped bypass the “unknown error” when customers are trying to log in to their account. Please note, this does not solve all the errors that we have seen, but it has helped with solving quite a few and successfully logging customers into their portal.

1. Please confirm that the customer did NOT create a password that ends with either a symbol or letter (see Customer Portal Password Requirements)
   • If they do have a password that ends in a symbol or number, please have the customer click “Need Help” and proceed to reset password. If not, proceed to troubleshooting step 2
2. Try verifying the customer’s email while they are on the phone or chat by going to this site: https://app.sunwebportal.com/auth/resendVerifyCode, entering in the customer’s email and submitting. The customer should receive a 6-digit code in their email. Have the customer provide the code to you over the phone and submit.
   • (Please note, the customer can do this themselves as well by going to the “need help” link, and clicking on either the “confirm your email address” or the “request another verification code” links as shown below:)

This will do one of two things. If the customer’s email has already been verified, you will receive this notification:

If the customer’s email had NOT been verified, when you click submit, the screen will redirect back to the login page where the customer should try to log in again. 

If the customer has verified the code and is still receiving the unknown error, have them reset their password per tip #1 and try again.

3. Final tip before submitting the email with notes to the customer portal chat for escalation is to have the customer try to create an account one more time. If they have a registered email in the system they will receive the following error

If the system proceeds to the next page notifying the customer they will receive a verification code, it means their email was not property registered in the system and they should be able to verify their email and proceed as normal.

4. If the customer is receiving the following message (Something went wrong searching for customer [EMAIL]), this means that the email has not been correctly added into Salesforce’s system and is not correctly communicating with NetSuite. Submit ticket to customer portal chat and wait for steps from Michael F. to escalate if needed.