Customer portal
Update contact details, choose communication and support preferences, and keep protected account fields away from customer-visible secrets.
Account
Keep contact details current. Identity, payment and access changes stay under staff review before they change storage state.
Contact details
Protected fields
Need urgent help with access, payment or documents? Use support and quote RES-1024.
Communications
Choose how Magnus reaches you about storage, billing and support. Service messages follow verified contact rules. Marketing stays off until you opt in. Saving preferences queues an audited request only.
Channel consent, operational billing notices and explicit marketing opt-in. Legal and access safety notices may still send when required.
Marketing and promotions are separate from move-in, billing and document service messages.
Choose where support replies and case status changes surface. Staff still review payment, access, document and agreement changes.
Support notifications never approve documents, mark payments paid or release access credentials.
Delivery status
Template version and delivery state are shown from Magnus and provider fixtures. Sensitive payment, access and document details are never embedded in notice copy.
Message is accepted by Magnus and waiting for quiet-hours or provider dispatch. Not shown as delivered.
Provider accepted the message. Customer timeline shows template version and a portal link, not embedded secrets.
SMS or email could not be delivered. Staff may follow up; customer copy stays plain language without raw errors.
Hard bounce suppresses further email until contact is re-verified. Marketing and service rules still apply separately.
Carrier or customer opt-out blocks marketing SMS. Operational notices may still send when policy requires.
Customer SMS reply is queued for staff triage. Message body stays redacted; timeline shows customer-safe status only.
| When | Channel | Type | Template | Status | Copy |
|---|---|---|---|---|---|
| 21 Jun 2026, 08:15 | Operational updates | move-in-reminder-v3 | Queued | Move-in reminder scheduled for quiet-hours end. Open your checklist in the portal for next steps. View in timeline | |
| 20 Jun 2026, 14:30 | Billing and payments | invoice-due-v5 | Sent | Invoice due reminder delivered. View balance and pay securely in the portal. View in timeline | |
| 19 Jun 2026, 18:05 | SMS | Billing and payments | payment-failed-sms-v2 | Failed | Payment failure SMS could not be delivered. Check billing in the portal or contact support. View in timeline |
| 18 Jun 2026, 11:20 | Marketing and offers | promo-offer-v1 | Bounce | Marketing email bounced. Verify your email address to restore promotional messages. View in timeline | |
| 17 Jun 2026, 09:45 | SMS | Marketing and offers | promo-sms-v1 | Opt-out | Marketing SMS opt-out recorded from carrier reply. Operational texts may still send when required. View in timeline |
| 16 Jun 2026, 16:10 | SMS | Operational updates | inbound-reply-v1 | Inbound reply | Your SMS reply was received and queued for staff review. Continue in the portal or wait for support follow-up. View in timeline |
| 18 Jun 2026, 11:21 | Billing and payments | invoice-due-v5 | Bounce | Provider bounce diagnostic queued for staff reconciliation. Staff-only diagnostic. Not shown in customer timeline. |
Timeline
Portal timeline entries show template version and delivery status for notices you can see. Staff diagnostics and raw provider payloads stay in operator surfaces.
Move-in reminder scheduled for quiet-hours end. Open your checklist in the portal for next steps.
Invoice due reminder delivered. View balance and pay securely in the portal.
Payment failure SMS could not be delivered. Check billing in the portal or contact support.
Marketing email bounced. Verify your email address to restore promotional messages.
Marketing SMS opt-out recorded from carrier reply. Operational texts may still send when required.
Your SMS reply was received and queued for staff review. Continue in the portal or wait for support follow-up.
Communications
Choose how Tortoise reaches you about storage, billing and move-in progress. Marketing is separate from service messages and stays off until you opt in.
Preferences
Marketing boundary
Move-in reminders, invoice due dates, document requests, payment failures and access readiness updates are service messages. They may send on verified email or SMS when you have consented to that channel.
Promotions, upsell and newsletter content require separate explicit opt-in and stay off by default. Opting out of marketing does not stop legally required or operational storage notices.
Emergency contacts and access safety notices are never used for marketing. Scheduled rent increase notices are required and cannot be disabled from the portal in v1.
Support
Choose how Magnus tells you about support replies and case status. Staff still review every change to payment, access, documents and agreements.
Expectations
Initial replies acknowledge your message and explain the next visible step. They do not approve documents or payments.
Last update 21 Jun 2026, 09:00
When staff need more detail, the case pauses and you receive a plain-language ask. No hidden staff notes are shown.
Closure confirms the customer-visible outcome only. It does not mutate payment, access or agreement state.
Non-critical support updates defer overnight. Critical access safety messages may still send when policy requires.
Notifications
Thread replies and case status changes can surface in the portal, email or SMS when you have consented to those channels.
Privacy boundary
Internal investigation notes and risk scores stay in the operator workspace.
Raw payment processor, e-signature and access-control errors are never shown in customer support surfaces.
Gate codes, PINs and live access instructions are never embedded in support notifications.
Card numbers, CVV, bank details and hosted payment tokens are never included in support messages.
Support drafts and notifications stay read-only for customers
Portal support creates staff follow-up only. Notifications about support never embed payment secrets, access credentials, raw provider diagnostics or staff-only notes. Provider mutation: none. Ledger mutation: none. Agreement mutation: none. Access mutation: none.