FAQ and Troubleshooting
Quick answers to common questions about the DTC Customer Portal.
Account and Access
I signed up but can't access anything. What's going on?
After you sign up and verify your email, our team needs to confirm your identity with your organization before granting access. This is a security measure. You'll be notified by email once your account is ready. If it's been more than a business day, email helpdesk@dtctoday.com.
I can sign in but see a "No Access" page.
This means your account exists but doesn't have a portal role assigned yet. Click Request Access on that page to notify our team, or contact your office administrator to have them reach out to DTC.
Can I have multiple people from my office on the portal?
Yes. Anyone at your organization can sign up. Each person will need their own account, and your office administrator (or DTC) will assign the appropriate role.
Who decides what role I get?
Your organization's decision-maker (typically the office manager or practice owner) works with DTC to assign roles. If you need a different level of access, talk to your office administrator first.
Tickets
What kinds of issues can I submit a ticket for?
I submitted a ticket. When will I hear back?
Our team reviews tickets as they come in during business hours. You'll receive an email notification when a technician responds. You can also check the portal anytime for updates.
Can other people at my office see my tickets?
It depends on roles. Admins and Site Managers can see all tickets for your organization (or location). End Users can only see their own tickets.
A ticket was marked complete but my issue isn't fixed. What do I do?
When you see a ticket in the "Complete" status, you'll be given the option to confirm closure or keep it open. Choose Keep Open, describe what's still going on, and the team will follow up.
Can I reopen a ticket that's already been closed?
If the ticket type supports reopening, you'll see the option on the ticket detail page. Otherwise, create a new ticket and reference the old ticket number.
Quotes
I received an email about a quote. Do I need to log in to approve it?
Not necessarily. If the email includes a guest approval link, you can review and approve the quote directly from that link without logging in. You can also log in to the portal to handle it there.
What happens after I approve a quote?
If a deposit is required, you'll be taken to a payment page to complete the deposit. Once that's done (or if no deposit is required), DTC will begin the work described in the quote.
Can I change my mind after approving or rejecting a quote?
Contact your account manager. Once a quote is approved and a deposit is paid, changes may require a new quote.
Billing and Payments
What payment methods are accepted?
All major credit cards (Visa, Mastercard, Amex, Discover) and ACH bank transfers.
How do I update the card on file?
Go to Payment Methods (gear icon in the top-right corner) and add a new card. Then set it as the default and remove the old one if needed.
I made a payment but the invoice still shows a balance.
Payment processing can take a few moments. Refresh the page after a minute or two. ACH payments take 3-5 business days to clear. If the balance doesn't update after that, email accounting@dtctoday.com.
How do I get a copy of an invoice?
Open the invoice in the portal and click Download PDF. If you need an older invoice that isn't showing up, email accounting@dtctoday.com.
Are there late fees?
After 15 days without payment on a recurring bill, your account may be placed on credit hold (which prevents new ticket submissions). Bounced ACH payments carry a $12 fee per transaction.
Profile and Settings
How do I change my password?
Sign out of the portal, then click Forgot your password? on the login page. You'll receive an email with a link to set a new password.
Can I change my email address?
Yes, go to your Profile page and update the email field. Keep in mind this also changes the email used for login and notifications.
How do I switch to dark mode?
Click the gear icon in the top-right corner. At the bottom of the dropdown, you'll see three theme options: System (follows your device), Light, and Dark. Click the one you prefer.
General
Is the portal secure?
Yes. All data is transmitted over encrypted connections. Payments are processed through Stripe, an industry-leading payment processor. DTC never stores your full card number. Access is protected by secure authentication with your unique credentials.
What browsers work with the portal?
Any modern web browser works: Chrome, Firefox, Safari, Edge. We recommend keeping your browser up to date for the best experience.
The portal seems slow or isn't loading properly.
Try refreshing the page, clearing your browser cache, or using a different browser. If the problem continues, email myportal@dtctoday.com and describe what you're seeing.
I have feedback about the portal.
We'd love to hear it. Email myportal@dtctoday.com with your suggestions, bug reports, or ideas. Please include:
- A clear description of the issue or suggestion
- Steps to reproduce (if it's a bug)
- Screenshots if possible
Contact Information
| Need | Contact |
|---|---|
| IT support | helpdesk@dtctoday.com or submit a ticket in the portal |
| Billing questions | accounting@dtctoday.com |
| Portal issues or feedback | myportal@dtctoday.com |
| Account or service changes | Contact your account manager through the portal |