Understanding portal statuses
Every invoice, quote, deposit, and ticket in the portal shows a status badge. These badges tell you where things stand at a glance — and which ones, if any, need your attention.
Invoice statuses
Invoices appear in the Billing section under the Invoices tab.
| Status | What it means | What to do |
|---|---|---|
| Paid | Your payment has been received and recorded. You're all set. | Nothing. |
| Unpaid | There's an outstanding balance on this invoice. | Click Pay Invoice to pay it. |
| Payment processing | We received your payment and are confirming it with our payment processor. The page will refresh automatically once it clears — this usually takes just a moment. | Wait. No action needed. |
| Payment failed | Something went wrong with your last payment attempt. | Try again using Pay Invoice. If it keeps failing, contact us and we'll help sort it out. |
| Reconciling | The payment is taking longer than expected to confirm. Our team has been notified and is looking into it. | No action needed. We'll reach out if we need anything from you. |
Down payment statuses
When you approve a quote, a deposit (down payment) is collected before work begins. The deposit appears in the Billing section under the Down Payments tab. The separate Credit Notes tab is for refunds and adjustments — different from down payments, and without the statuses below.
| Status | What it means | What to do |
|---|---|---|
| Applied | Your deposit has been fully applied to the related invoice. | Nothing. |
| Paid | Your deposit was received. The related invoice hasn't been linked yet — this typically resolves on its own. | Nothing, unless it stays this way for more than a day. |
| Unapplied | Your deposit is on file with us but hasn't been applied to an invoice yet. This usually resolves within a few minutes. | Wait. If it's still showing after a few minutes, contact us. |
| Recording payment | We received your deposit payment and are confirming it. Same as the invoice "Payment processing" status. | Wait. No action needed. |
| Recording failed | Our system wasn't able to record your deposit. | Contact us so we can look into it. |
| Reconciling | The deposit is taking longer than expected to process. Our team has been notified. | No action needed. We'll reach out if we need anything. |
Quote statuses
Quotes appear in the Quotes section.
| Status | What it means | What to do |
|---|---|---|
| Awaiting approval | We've sent you a quote and are waiting for your decision. | Open the quote and click Approve or Reject. |
| Approved | You've accepted the quote. Work will proceed based on the agreed terms. | Nothing, unless a deposit is required — in that case you'll be taken to payment automatically after approving. |
| Rejected | You declined the quote. | Contact us if you'd like to discuss a revised proposal. |
| Expired | The quote was open too long without a response and is no longer valid. | Contact us to request a new quote. |
| Processing approval | We're confirming your decision with our system. This badge appears for a few seconds right after you approve or reject — it will clear on its own. | Wait. No action needed. |
Service ticket statuses
Tickets appear in the Service Tickets section. Most statuses come directly from our service desk and update in real time.
| Status | What it means | What to do |
|---|---|---|
| New | Your ticket has been received and is waiting to be assigned. | Nothing. You'll hear from us shortly. |
| In Progress | A technician is actively working on your issue. | Nothing, unless you have new information to add — reply directly in the ticket. |
| Waiting on Client | We need information or action from you before we can continue. | Check the ticket for a message from our team and reply with what's needed. |
| Pending closure | We've completed the work and need you to confirm it's resolved. You'll see two buttons: Confirm closes the ticket, and Deny reopens it so we can keep working. | Click Confirm if everything's fixed, or Deny if the issue is still happening. |
| Pending feedback | The ticket is closed. You have the option to leave us a rating on our work. | Leaving a rating is optional but appreciated — it takes about 10 seconds. |
| Pending your approval | This is a change request that requires your sign-off before our team proceeds. | Review the details in the ticket and approve or deny from the Approvals section. |
| Closed | The ticket has been fully resolved and closed. | Nothing. If the issue comes back, open a new ticket. |
Need help?
If you're ever unsure about a status or something doesn't look right, reach out to us directly:
- Email: helpdesk@dtctoday.com
- Phone: (410) 877-3625
You can also submit a ticket right from the portal — click New ticket on the Service Tickets card on your dashboard.