Portcullis Client Services
Client Portal Support
Everything you need to know about activating your account, sharing documents securely, tracking your requests, and managing invoices — in one place.
Notice for clients in Malaysia
If you are located in Malaysia, please click here to access the Client Portal hosted on our affiliated entity’s Baxian Client Portal.
Getting started & account management
How do I access the Client Portal for the first time?
When your account is created, you will receive an automated invitation email containing a secure setup link. Click the link, set your password, and set up two-factor authentication (2FA) to complete your activation.
If your link has expired, open it and request a new one (a new link is valid for 3 days), or ask your administrator to resend your invitation.
What should I do if I forget my password?
Click Sign up or reset password on the portal sign-in page. Enter the email address associated with your account and we will send you a reset link, valid for 30 minutes and usable once.
Can I add or invite additional team members from my company?
Yes. If you have Admin Portal access, go to Apps › Admin Portal › User Management to invite colleagues, assign their roles, and control their access levels.
How many additional team members are allowed for my account?
There is no limit. You can invite as many team members as you need. If you have Account Administrator permissions, go to Settings › User Management to invite colleagues and assign their roles and access levels.
Document handling & security
How secure is the information I upload to the portal?
Security is our top priority. All files and communication inside the portal are protected using 256-bit AES encryption at rest and TLS encryption in transit. This provides bank-grade security, well beyond what standard email can offer.
What file types and sizes can I upload?
We accept most common document formats, including PDF, Microsoft Office files (Word, Excel, and PowerPoint), text and CSV files, and images (such as PNG and JPG). Compressed archives (such as ZIP files) and password-protected or encrypted files are not accepted. Each file must not exceed 10 MB, and you may attach up to five files per message.
To help us process your request without delay, please make sure your documents are clear, complete, and fully legible, with all pages included.
Can I update or replace a document after it has been submitted?
No. Once a document has been submitted, it cannot be edited, replaced, or removed. If you need to provide a revised version, upload it as a new file in the Message section of the request. The portal keeps a full version history, so every document you have submitted remains accessible.
Tracking, tasks & requests
How can I check the status of my ongoing project or request?
Go to Requests to see every request and its current status. Open a request for its details, documents and messages.
How do I submit a new request or support ticket?
Go to Requests and click New Request. Select the entities, choose the Request Type, and complete the details (attachments can be added when one entity is selected).
You will receive email notifications as our team updates your request.
Invoicing
Where can I view and download past invoices?
Invoices are stored with the request they relate to. Go to Requests, open the relevant request, and scroll to Request Details to preview, print, or download the invoice.
Can I pay invoices directly through the portal?
Yes. Open the request, click Make Payment, check the invoice, then choose Credit Card (Visa or Mastercard) or Bank Transfer, accept the terms and click Pay Now.
Still need help?
Our client services team responds to portal queries during business hours at [email protected].