Client Portal FAQ

Getting Started

What is the Client Portal?

The Client Portal is your all-in-one platform to submit support tickets, communicate with our team, access helpful resources, and request IT services or solutions — all in one place.

How do I access the Client Portal?

You can access the portal by visiting https://myaccount.dtctoday.com Use your registered email and password to log in. If you need help with your login, contact our support team at helpdesk@dtctoday.com

Do I need special software to use the portal?

No, the portal is entirely web-based. You just need a web browser and an internet connection.

Is the portal secure?

Yes, your data and communications within the portal are encrypted and protected by industry-standard security protocols.

Who can access the portal within my company?

Access is granted to approved contacts from your organization. If you’d like to add or remove authorized users, please contact our support team. For information on end-user permissions and visibility, please refer to the section in this FAQ titled User Roles.

Support & Ticket Submission

How do I submit a support ticket?

Simply log into the portal, click on Submit a Ticket, provide the details of your issue, and hit Submit. You'll receive a confirmation email once your ticket is logged. Note: You won't receive the email immediately after submission, only after the ticket has been seen and logged by the team.

What kind of issues can I submit tickets for?

You can submit tickets for technical support, troubleshooting, system access issues, hardware/software problems, and more. If you're unsure, just submit a ticket — we’ll guide you.

How can I check the status of my ticket?

Log into the portal and navigate to My Tickets to see real-time updates, progress, and communication on all your submitted tickets.

Can I add updates or respond to my ticket?

Yes! You can add comments, attachments, or respond directly within the ticket thread in the portal — no need to chase emails.

How will I be notified of updates or responses?

You’ll receive email notifications for any updates, responses, or resolutions to your tickets. You can also see everything by logging into the portal.

Solution & Service Requests

What if I need to request new services or IT solutions?

Use the Request a Service option in the portal. You can request things like new equipment, software installations, system access, or consult IT solutions.

Can I track service requests like tickets?

Yes, service requests function just like support tickets — you can track them, communicate with our team, and view updates all in one place.

Account & Technical Assistance

I forgot my portal password. What do I do?

Click Forgot Password on the login page to reset it. If you run into issues, contact our support team at helpdesk@dtctoday.com

What if I experience issues with the portal itself?

Please email us at myportal@dtctoday.com — we’ll be happy to help troubleshoot.

User Roles

What user roles are there?

Role	Description
Admin	Full access — can view and manage everything in the client portal.
Approver	Decision-maker for financial approvals; can approve or reject quotes.
Billing	Can view quotes, approve/reject quotes, and (coming soon) view and pay invoices.
End User (Tickets Only)	Standard end user; can see their own tickets and devices and submit new tickets.
Site Manager	Oversees a single location; has the same capabilities as an End User plus visibility over all items for that location.
VIP (Very Important Person)	Tag indicating the person is a high-priority contact.
Emergency	Designated emergency contact for critical issues.

What user roles should every client have?

Every client should designate at least:

Admin – has full control over the portal.
Emergency – so we know who to contact for urgent issues.

All other roles are optional, but supplying them helps us tailor a more personal and efficient support experience.

Can portal users see everything?

No. Visibility is governed by client boundaries and user roles:

Client boundary – A user can never see information that belongs to another client. The portal’s highest separation layer is the individual client record.
Role-based scope within a client
- Admin – Full visibility of every asset, ticket, invoice, and quote for the entire client.
- Site Manager – Sees all items (assets, tickets, etc.) tied to their assigned location, plus all End User capabilities.
- End User – Sees only their own tickets, devices, and any assets explicitly assigned to them.
- Approver / Billing – Primarily focused on financial items; can view and act on quotes (and invoices once enabled).
- VIP / Emergency – These tags inherit the visibility of whichever primary role the user also holds (e.g., VIP + Admin).
Tickets & comments – Users only see ticket comments or attachments that are posted with “Contact Everyone” visibility.
Internal-only data – Technician notes and other internal fields remain hidden regardless of role.

We’re gathering feedback on this visibility model during testing—please let us know if these boundaries don’t meet your needs.

Important Note on Billing Information Visibility

For transparency, please be aware that credit card information on file (last 4 digits only) will be visible to all end users within your company’s account.

This visibility is limited to your company’s users only and is not shared outside your organization.
No full card numbers or sensitive payment data are displayed — just the last 4 digits for easy reference.
This helps your team identify which card is being used for payments, while keeping financial control private to your business.

Billing

How do I give feedback on the portal itself? (including functional portal tests)

During the current testing phase:

Send all feedback, questions, or bug reports to: myportal@dtctoday.com
Please include:
- A clear description of the issue or suggestion
- Steps you took before it occurred
- Screenshots (if possible)
- Indicate whether it relates to Tickets/Services or Billing/Stripe ACH

How do I update my billing address or contact details?

Updating billing address or contact details can be done by contacting admin team via phone or email at admin@dtctoday.com.

What payment methods are accepted?

All major credit cards are accepted.

Can I see my payment history and past invoices?

Yes. All past and current invoices are available to see on the My Invoices page.

How do I download or print an invoice?

Click on the invoice you'd like to download/print. The invoice will then open in your browser. You can then click on the 3 dots in the upper right hand corner of your browser screen and select Print. To download, you'd need to Print to PDF.

How do I make a payment?

If there are unpaid invoices associated with the account, you will see a “Pay Invoice” button above the invoice list. You will receive an email stating that your payment was successful.

What should I do if my payment fails?

If your payment fails, you will receive an email stating such at which point you will be prompted to contact accounting@dtctoday.com or check/re-enter payment information directly on the portal.

Can I set up automatic or recurring payments or are they on a predetermined schedule?

Recurring payments are set up for the first of the month every month by default.

How do I know when my next payment is due?

All invoices are due upon receipt. Recurring payments are automatically scheduled for the first of the month.

Are there late fees or penalties for missed payments?

After 15 days without payment on a recurring bill, the company will be placed on "Credit Hold," which means they will be unable to submit support tickets until bills have been paid. A bounced ACH payment will result in a $12 fee per transaction.

How are invoices generated?

Invoices are generated on a monthly basis and as needed for additional work/site visit by the admin team.

Can I get a copy of an old invoice?

If you cannot locate an invoice from the billing portal please call in to admin team or email accounting@dtctoday.com

How do I correct an error on my invoice?

If you believe there is an error on an invoice please call or email accounting@dtctoday.com

Can I split payments across multiple methods or accounts?

Yes. You can add multiple billing methods by clicking the Add Payment Method button on the My Invoices page.

How do I update my DTC Agreement or service plan?

Changes to a client agreement for additional items are made via a quote or signed authorization by a decision maker and are applied to the next billing cycle once the work is completed.

Are there any fees for changing or canceling services?

There are no fees for changing or canceling service, only a required 30 days’ written notice to cancel.

How is billing affected if I upgrade or downgrade my plan?

Any changes to agreements are done on a monthly basis and confirmed before next billing cycle. Typically, items are added or removed as needed.

Is my payment information secure in the portal?

Yes, billing and all client information is secure in the portal.

Who can see my billing information?

Billing information can be seen by any user at your company who has billing or administrative permissions for the DTC Client Portal. Billing information is restricted to just the billing team here at DTC.

Who do I contact if I have a billing question?

Please email accounting@dtctoday.com and provide the invoice number in question.

How long does it take to get a response for a billing inquiry?

Responses to billing inquiries should be given within 24 business hours.