This article explains how to invite a customer to the customer portal and how they sign in for the first time. Once an invitation has been created, the customer receives an invitation link by email and signs in to the portal using a one-time PIN code. No registration or online banking credentials are required.
The agent is responsible for ensuring that the customer’s email address is correctly entered in Linear and, if necessary, sending the invitation manually if automated invitations are not in use.
The customer portal is shown to customers under the name My pages. In Linear, it is referred to as the Customer portal. This article is intended for agents who invite customers to the portal and assist them with signing in if needed.
Overview
Customer access to the customer portal consists of two steps:
- Invitation, where a personal link is created for the customer and sent to their email address
- Sign-in, where the customer verifies their identity using a one-time PIN code before accessing the portal
The invitation can be sent automatically based on conditions defined by the company or manually from the listing card. Regardless of the sending method, the customer receives the same invitation message and signs in to the portal in the same way.
Good to know: The customer receives two separate emails. The first contains the invitation link to My pages. When the customer opens the link, a second email is sent containing the one-time PIN code required for sign-in.
Who can be invited to the portal
The customer portal is intended for private individual customers. Company customers and estates of deceased persons cannot currently be invited to the customer portal, but their contact persons and involved parties can be invited.
Customer roles
The customer is invited to the customer portal in one of the following roles:
- Seller – follows the sales progress, viewings, and purchase offers related to their listing.
- Buyer – follows their purchasing process, purchase offers, and related documents.
NOTE: The customer portal invitation link is always listing-specific. The same person can use the customer portal in different roles for different listings, and each listing has its own invitation link. Through the link, the customer is always directed to the correct listing information.
Who appears as available for invitation
In the Customer portal section of the listing card, Linear automatically displays the customers who can be invited to the portal:
- Sellers – sellers assigned to the assignment.
- Buyers – customers who have submitted a purchase offer or have been marked as potential buyers.
Good to know: For a customer to appear in the invitation list, they must have an email address and be marked with the customer type private individual. If the customer is marked as a company or estate of a deceased person, or if an email address is missing, they will not appear in the list.
Creating and managing invitations
Customer portal section on the listing card
Open the listing card and locate the Customer portal section on either the Summary or Trading tab. On the Summary tab, the section is located to the left of the listing’s internal notes. On the Trading tab, the customer portal management panel can be found in the Buyer candidate section under the listing lead.
The invitation management window opens from the edit and Manage button.
Invitation management window
In the invitation management window, you can see the customers identified for the listing as well as any customer portal invitations already created for them. Each customer’s name and role are displayed. Hovering over the customer’s name shows more detailed customer information, such as contact details.
Functions:
- Invite customer – select the checkbox next to the customer’s name and click Save. The system will then create a customer portal invitation and automatically send the invitation message to the customer’s email address. Invitations can be created for multiple customers at the same time.
- Remove access – clear the checkbox next to the customer’s name and save the changes. The customer’s access to the customer portal will then end, and all active sign-in sessions will be closed.
- Resend invitation – sends the invitation message again, for example if the original message has been lost.
- Copy invitation link – you can copy the customer’s personal customer portal invitation link using the button on the right side of the row. This allows you to send the invitation link to the customer, for example from your own email account or by text message.
Tip: Before sending the invitation, make sure the customer’s email address is up to date. The invitation message will be sent to the email address saved for the customer at the time the invitation is sent.
Automatic invitations
If automatic invitations are enabled for your company, the system will automatically send a customer portal invitation when the selected conditions are met. An invitation can be sent, for example, when a customer is added as a buyer candidate, an assignment agreement is signed, or a purchase offer is created.
The conditions for automatic invitations are defined in the company settings. You can always send an invitation manually if needed.
Removing an invitation
When you remove a customer’s invitation, their access to the customer portal ends immediately and any active sessions are closed.
If you later want to grant the customer access again, create a new invitation for them in the invitation management view.
Customer invitation message
When a customer portal invitation is created, an email is automatically sent to the customer on behalf of the agent. The email subject line is determined by the customer’s role.
| Role | Email subject |
| Seller | Your My Pages account has been created – easily follow the progress of your property |
| Buyer / Buyer candidate | Your agent created My Pages for you – all property information in one place |
The invitation message includes:
- A short description of the My Pages content
- Log in to My Pages button that opens the customer portal login page
- Instructions to contact their agent if needed
Good to know: The content of the invitation message is the same for all customers and cannot be customized per property. The customer’s role automatically affects the email subject line and some of the wording in the message.
Logging in with a PIN code
The customer can view the property information only after authentication. Authentication is done using a one-time PIN code sent to the customer’s email address.
Login page
When the customer opens the link in the invitation message, they are taken to a login page titled Log in to My Pages. The page explains that logging in requires a one-time PIN code that will be sent to the customer’s email address.
Requesting and entering the PIN code
- The customer selects Send one-time PIN code
- They will receive an email with the subject Verification code containing a 6-digit code
- The customer enters the code into the Enter verification code field
- By clicking Confirm, the customer logs in
If the PIN code does not arrive or expires before use, the customer can request a new code by selecting Send new code.
Good to know: The PIN code is always sent to the customer’s email address. Verification codes sent by text message are not currently supported.
Login lockout
If the PIN code is entered incorrectly several times in a row, login will be temporarily locked for security reasons. The customer will be informed how long the lockout will remain in effect.
Once the lockout ends, the customer can request a new PIN code and log in normally.
Validity of the link, code, and session
The customer’s access to the customer portal consists of three separate validity periods that should be distinguished from each other:
- Invitation link remains valid as long as the invitation is active and the property is available to the customer. The link does not automatically expire after a certain period of time. If the link no longer works, the reason is usually that the invitation has been removed or the property is no longer available to the customer.
- PIN code is single-use and valid for approximately 10 minutes after it is sent. If the code expires or is not used in time, the customer can request a new one from the login page.
Login session remains valid for approximately two hours after successful login. After this, the customer must request a new PIN code and log in again.
Good to know: If the customer sees a message stating that the link has expired, the reason is usually that the invitation has been removed or the property is no longer available to the customer. If needed, you can create a new invitation for the customer in invitation management.
Most Common Issues
Most invitations and logins work without any issues. Below you can find the most common problem situations and their solutions.
The customer cannot find the invitation email
- Check that the customer's email address is entered correctly in their customer details in Linear
- Ask the customer to also check their spam folder
- Resend the invitation from the management window in the Customer Portal section
- If the issue continues, contact Linear customer support.
The customer does not appear in the invite list
Check the customer's details:
- the customer type is set to private individual (the customer portal is not yet available for companies or estates of deceased persons)
- an email address has been saved for the customer
- the customer has been linked to the listing as a seller, buyer, or potential buyer
The PIN code does not arrive
- Ask the customer to also check their spam folder.
- Make sure the customer's email address is correct.
- Ask the customer to select Send new code on the login page.
The PIN code is not accepted
The most common reason is that the PIN code has expired (valid for approximately 10 minutes) or the login has been locked due to multiple incorrect entry attempts.
- Ask the customer to request a new PIN code.
- Advise them to enter the code immediately after receiving it.
- If the login has been locked, wait until the lock expires and try again.
The customer had to log in again shortly after signing in
The login session remains valid for approximately two hours. After that, the customer must request a new PIN code and log in again. This is a normal part of the customer portal's security.
The invitation link does not work
The invitation link does not expire automatically. If the link no longer works, the reason is usually that the invitation has been removed or the listing is no longer available to the customer. If necessary, you can create a new invitation for the customer.
The customer wants to sign out from all devices
Remove the customer's invitation from the management window in the Customer Portal section. This will immediately terminate all active login sessions for the customer.
If you want to grant the customer access again later, create a new invitation for them.
Frequently Asked Questions
Does the customer need to register with Linear?
No. The customer receives an invitation link by email and logs into the customer portal using a one-time PIN code. Registration or online banking credentials are not required.
Can the customer use the same invitation link again later?
Yes. The invitation link remains valid as long as the invitation is active and the listing is available to the customer. However, the customer must request a new one-time PIN code each time they log in.
Why is a PIN code required for logging in?
The listing details may contain confidential information, so viewing them requires authentication. The one-time PIN code ensures that only the intended person can access the information, even if the invitation link is accidentally shared with someone else.
Will the verification code be sent by text message?
No. The verification code is always sent to the customer's email address.
How long does the customer's session remain active?
Approximately two hours. After this, the customer must request a new PIN code and log in again.
Can the same customer have multiple roles in the portal?
Yes. The same person can, for example, be the seller of one listing and the buyer of another. A separate invitation and invitation link are created for each listing.
Can I edit the content of the invitation message?
No, this is currently not possible. The content of the invitation message is standardized for all customers and cannot be customized per listing. The customer's role automatically affects the email subject line and some of the wording in the message.
What happens when I delete an invitation?
The customer's access to the customer portal ends immediately, and all active login sessions are closed. If you want to grant the customer access again, create a new invitation for them.
Can I see when the customer has visited the portal?
Not at the moment. The customer portal does not currently include a customer-specific visit log visible to the agent.