> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hiveinspect.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Client and Agent Portal Questions: Hive Inspect FAQ
> Answers about the Hive Inspect client portal: the link to share, sign-in problems, locked reports, sharing, extra documents, PDFs and repair requests.
Real questions inspectors asked our support team, with the answers. Tap a question to open it; each one has its own link you can share.
## Getting into the portal
Send them to [reports.hiveinspect.com](https://reports.hiveinspect.com). Clients and agents use the same portal. They enter the email address you have on the inspection and see their reports, agreement, invoice and payment options.
In your automations, add the **Customer Reports Portal** placeholder, `{{{customer_reports_portal_link}}}`. It asks the person for their email first. The **Reports** placeholder, `{{{agent_reports_portal_link}}}`, opens the reports directly without asking for an email. Both are listed under **Business Tools → Placeholders → Links**.
Your own login is separate. You sign in to the dashboard at [dashboard.hiveinspect.com](https://dashboard.hiveinspect.com), not to the client portal.
See [Agent portal](/inspections-and-reports/agent-portal#send-agents-the-portal-link).
You are still signed in as that client. The portal remembers the last email entered in that browser, so if you once checked a report with a client's email, the portal keeps showing their account.
1. Open [reports.hiveinspect.com](https://reports.hiveinspect.com).
2. Click the **Logged in as** button at the top right.
3. Click **Not you? Sign Out**.
4. Sign in again with the right email.
If you added yourself as a test client with your own email, the portal treats you as that client too. Sign out and delete the test contact. Always sign out after you view the portal as a client, especially on a shared computer.
Usually the email they type does not match the contact on the inspection. The portal says **Email Not Found** when no inspection uses that email.
1. Open the inspection and compare the contact's email with what they typed. Fix any typo.
2. Check that they are added as a contact, for example under **Client** or **Buyer Agent**. A CC email gets the automation emails but cannot sign in to the portal. Listing agents do not see the report in the portal.
3. Check that the report is published. Unpublished reports do not open for clients.
4. If the portal shows someone else's name at the top right, click **Not you? Sign Out** and sign in again.
If it fails for one person only, a company firewall or browser setting may be blocking the site. Ask them to try another browser or device, or send them the PDF.
## Locked reports and previews
No, not by default. A report opens only when it is published, the invoice is paid and every agreement is signed. This applies to everyone who opens it from the portal, including agents, and to your Additional Reports. Until then the portal shows buttons to pay and sign.
If you split the bill with **Add Invoice**, every share counts: the report stays locked until the agent or other contact has paid their part too, even when the client has paid theirs. See [Split the bill](/how-tos/fees-and-payments#split-the-bill-with-an-agent-or-another-contact).
Your report-published automation still goes out. When your client follows the link, the portal prompts them to finish payment or the agreement first.
To release one inspection early, open it and click **Manual Lock Override for Reports** under **Quick Actions**:
* **Unlock Override**: the report opens without payment or a signature.
* **Unlock with Agreement**: the report opens once agreements are signed, even if payment is still due.
* **Lock Override**: the report stays locked even after payment and signing.
* **Default**: back to the normal rule.
The override applies to that inspection only. If the client paid you outside Hive, record it with **Record Payment** under **Fees and Payments** instead. For ACH payments, the **Mark payment as paid only when ACH settles** setting in **Business Tools → Payments** decides whether the report unlocks when the client starts the transfer or only after the bank confirms it.
See [Manage an inspection](/inspections-and-reports/inspection-functions) and [Payment options](/business-tools/payment-options).
Click **Preview Reports** under **Quick Actions** on the inspection page. It opens the portal in a preview mode that shows everything your client will see, whether or not they have paid or signed. Use it to check, but don't send that link to anyone, because it skips the payment and agreement lock.
To see the portal exactly as the client does, including the lock, go to [reports.hiveinspect.com](https://reports.hiveinspect.com) and sign in with the client's email. Do not sign or pay for them. Click **Not you? Sign Out** at the top right when you finish.
See [Client portal](/inspections-and-reports/client-portal#client-portal-walkthrough).
## Sharing the report and tracking views
Add them to the inspection as a contact. Portal access belongs to the email of each contact, so a seller, relative, builder or second buyer needs their own contact with their exact email.
1. Open the inspection.
2. Add them under **Client** or **Buyer Agent**.
3. Send them the portal link, or use **Send Reports** under **Quick Actions** to email or text them the report links with your own message.
A CC email only receives copies of automation emails. It does not give portal access. Listing agents added to the inspection do not see the report in the portal. Your client can also download the PDF and forward it.
Click **Portal Activity** under **Quick Actions** on the inspection page. It lists when clients and buyer's agents opened the portal and the report. The **Portal Activity** page in the left menu covers all your inspections.
To get an email every time someone opens your report, turn on **Org Settings → Business Management → Email me on report activity**. It needs a Company Email in your settings.
**Automations** under **Quick Actions** shows whether each email or text was sent. Hive cannot track emails you send outside Hive.
See [Agent portal](/inspections-and-reports/agent-portal#see-when-agents-open-the-report).
## PDFs and repair requests
With the **Repair Addendum** button at the top of the report, next to **View Summary**.
1. Open the report in the portal and click **Repair Addendum**.
2. Add the defects they want to negotiate.
3. Ask for a repair or a credit for each one, with an amount and a comment.
4. Click **Create Repair Addendum** to get a PDF with photos.
The addendum is a separate PDF, so your report never changes. Clients can use it too, and it costs nothing extra. To hide it from clients or agents, turn off **Show Repair Addendum to Customers** or **Show Repair Addendum to Buyer's Agent** under **Business Tools → Report Customization**.
See [Repair addendum](/how-tos/repair-addendum#how-a-realtor-creates-a-repair-addendum).
In the portal's report list, they click **View PDF** next to **View on Web** and choose **Full Report** or **Summary PDF**. Inside the web report, the **PDF** button at the top does the same. For special PDF reports, such as Florida insurance forms, **View PDF** shows first.
If you edit a report after publishing, the PDF is rebuilt in the background and can take a few minutes. Ask your client to click **View PDF** again for the new copy. A PDF they saved earlier does not update.
See [Agent portal](/inspections-and-reports/agent-portal#download-the-pdf).
## Still stuck?
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