Service Plan Customer Portal

What it is

A service plan is a membership you sell: a customer pays you on a schedule and you owe them a set number of visits in return. The customer portal is the one web page that customer gets. It is not part of Joby — they do not log in, they do not need an account. They click a link in an email and land on a page with your logo at the top that shows exactly what they are buying (or what they already bought).

The page changes depending on where the customer is up to:

You never build this page. It is generated for each customer the moment you assign them a plan, and it fills itself in from the plan you set up under Settings›Service Plans and your company details under Settings›Company Settings.

When to use it

• Selling a maintenance membership, a seasonal package or any repeat-visit deal, and you want the customer to enter their own card rather than reading it out over the phone.
• A customer asks "what exactly am I paying for again?" — send them the same link and every detail is on it.
• A customer wants to cancel. Point them at the link instead of doing it for them; the page walks them through it and tells them the exact date service ends.
• A renewal payment failed. The page turns into Payment past due with an Update payment method button.

Use Estimates instead for a one-off quote for a single job — estimates are signed and paid once. A service plan is for money that comes in again and again on a schedule.

Before you start

• Service Plans has to be switched on for your account. If it is not, there is no Service Plans entry under Settings and no Service Plans tab on customer records. Ask your account owner.
• You need Settings access to build a plan. Settings›Quotes & Docs›Service Plans is where plans are created and edited, and that section only opens for roles with Settings permission.
• Your role needs the Service Plans tab. Assigning and sending happens from a customer record. An owner or admin turns this on under Settings›Team Roles — it is called Service Plans tab and it appears twice, once under Client tabs and once under Lead tabs.
• Card payments must be set up. The Activate button hands the customer to a secure checkout run by Stripe. Set this up first from Reports›Payments in the left menu — the Activate Joby Pay card walks you through it. Without it the customer taps Activate and gets a red line reading Stripe is not connected for this organization.
• At least one plan has to exist. Build it under Settings›Service Plans›New plan. The assign window says No plan templates yet until you do.
• The customer needs an email address on file if you want Joby to send the invitation for you. Without one you can still create the plan and copy the link out by hand.
• Fill in your company details. The logo at the top of the page and the contact card at the bottom (phone, email, address, website) come from Company Settings. Anything blank there is simply left off the customer's page.

Step-by-step

1. Build the plan the page is made from

1. Go to Settings›Quotes & Docs›Service Plans and click New plan.
2. Choose a plan style at the top: Fixed price (one set price on one schedule) or Customer builds it (you offer a menu and the customer picks). See Customer builds it plans below for what that second one does to the page.
3. Under Basics, fill in Name — this becomes the big headline on the customer's page.
4. Write the Description. This is not filler: the page splits it into the What's included tick list. Put each promise on its own line and each one becomes its own ticked bullet.
5. Add a Cover photo if you have one (PNG or JPG, up to 5MB). It becomes the full-width picture across the top of the customer's page. Leave it blank and they get a plain coloured band instead.
6. Set the price and schedule, then the extras — Auto-renew and Member discount. A member discount above zero puts a badge on the page reading Members get 10% off other services.
7. Click Create plan.

2. Assign the plan to a customer

1. Open the customer: Work›Clients and click the client, or open the job from Work›Leads.
2. Click the Service Plans tab.
3. Click Assign plan at the top right of the tab. (On an empty tab the same button sits in the middle, under No service plans yet.)
4. In the Assign service plan window, click the plan you want under Plan template. The selected one gets a coloured outline.
5. Check Customer name (required), Email and Phone. These are pre-filled from the record but you can correct them here — the email you type is the one the invitation goes to.
6. Add Internal notes if you want. These are for staff only and never appear on the customer's page.
7. If the client has more than one saved address, pick one under Service location. Each location can carry its own plan.
8. Finish with one of the two buttons at the bottom:
   • Save — creates the plan and leaves it Pending. Nothing is emailed.
   • Save & send — creates it and emails the customer their link straight away.

3. Get the link to the customer

1. The plan now shows as a card on the Service Plans tab with a grey Pending badge.
2. Click Send invite on that card to email it. Once it has gone out at least once the button reads Resend invite, and the Invite box on the card shows the date it last went.
3. The email subject is Your [plan name] membership from [your company] and it contains the button through to the page.
4. To send the link yourself — by text, by chat, or to read out — click Portal on the card. That opens the customer's real page in a new tab; copy the address out of the browser bar and send that.

4. What the customer does

1. They open the link and read the page. A blue Plan invitation banner tells them Review the terms below and activate when ready. You won't be charged until you confirm.
2. They press Activate my plan. The button changes to Opening secure checkout… and they are handed to a secure Stripe checkout page to enter their card. Card details never touch Joby.
3. They confirm the payment and come straight back to their plan page, which now shows a green Plan activated box reading A receipt has been sent to [their email].

If they pay by a slower method the page waits for the payment to land instead of jumping straight to green — leave it open for half a minute and it updates itself.

5. Keep the page honest as you deliver

1. Back on the customer's Service Plans tab, the card now shows a Next visit ribbon. Click Schedule to book the visits you owe (Schedule visits window), or Manage once some are booked.
2. When a visit is done, click Mark visit complete. If visits are already booked you get a Mark a visit complete window to choose which one.
3. Every completed visit moves the Visits this cycle bar on the customer's own page and updates the line reading N visits completed lifetime.

How to check it worked

• Plan assigned: a confirmation message reads [plan name] assigned to [customer] and a card appears on the Service Plans tab with a Pending badge.
• Invitation sent: a message reads Invitation emailed to [address], the button changes to Resend invite, and the Invite box on the card switches from Not sent to today's date.
• The link works: click Portal on the card. You should see the plan name, price and the Activate my plan button — exactly what the customer sees. Anything else means the link or the plan is wrong, not the customer.
• The customer paid: the badge on the card turns green and reads Active, Member since fills in with today's date, and Renews shows the next billing date with a days-left count.
• A visit was recorded: a message reads Visit recorded (2 of 4 this cycle), the bar on the card moves, and the same numbers show on the customer's page.
• Across the whole business: open Settings›Service Plans›Activity for the Service Plans Activity page — Active, Visits this week, Past due, Renewing soon and Cancellations at a glance. Settings›Service Plans itself shows monthly recurring revenue and active subscriber counts across the top.
• Per plan: click the subscriber count on a plan row (or View customers in its menu) for that plan's roster, with a Portal link on every row.

Common mistakes

• Leaving the Description blank. The page still works, but What's included falls back to generic wording — the visit count, priority booking and support, the member discount if you set one, and "Cancel anytime". Write your own and it sells far better.
• Writing the description as one long paragraph. It arrives as one enormous bullet. Put each promise on its own line.
• Assuming Save also emails. It does not. Save just creates the pending plan — you still have to press Send invite on the card.
• Saving with no email address. The window refuses with Add an email address to send the invite, or use Save. Either add one or press Save and hand the customer the link yourself.
• Forgetting to record visits. The customer's progress bar sits at zero and it looks like you have delivered nothing. Mark visits complete as you go.
• Cancelling for a customer who only wanted to pause. On the card, End at cycle lets them keep the service they already paid for; End now stops it immediately. Pick deliberately.
• Expecting the page to show a running balance. It shows the plan, the visits and the next renewal date — not a payment history. Money detail lives on the Payments page.