Tide
Customer Portal

Account

The Account tab shows your customers their profile information, contact details, and account settings at a glance. This is where customers manage how they want to be contacted and access billing preferences. People who can open more than one customer account use Switch account in the portal header to move between those accounts.

What customers see

When customers open the Account tab, they see:

  • Contact info — Their email, phone numbers, billing address, and preferred contact method. Customers can edit their phone number, alternate phone number, and preferred contact method (Email, Text message, or Phone call).

  • Properties and pools — A summary of their service addresses and pool details, including sanitizer type, service days shown for the property, and any spa or heater equipment.

  • Settings rows — Four rows showing Service preferences, Notifications, Autopay, and Payment methods. The Autopay and Payment methods rows link directly to the Billing tab for management.

  • Sign out — A button to sign out of the customer portal.

How this helps your business

Self-service contact management means:

  • Fewer bounced communications — Customers keep their phone numbers current, so your On My Way notifications and service alerts reach them.

  • Better outreach — Preferred contact method tells you whether to call, text, or email each customer.

  • Reduced office workload — Customers update their own contact info without calling your office.

  • Compliant SMS consent — The portal captures explicit consent automatically, satisfying regulatory requirements.

The Service preferences row shows "Set by your pool service team," indicating these are configured on your side, not by the customer. The Notifications row displays current preferences like "Text + email · visit ETAs on" as a read-only summary.

SMS notifications

When customers choose Text message as their preferred contact method, they can receive transactional SMS messages about their service visits and billing. These messages include:

  • Technician arrival notifications ("On my way")

  • Invoice availability and payment confirmations

  • Payment plan updates and overdue payment reminders

  • Service proposals or quotes requiring approval

SMS messages are transactional only — you cannot send marketing or promotional content via text message through the platform.

How customers opt in

To receive text messages, customers complete the following steps:

  1. Go to the Account tab.

  2. Under Contact info, select Text message as the preferred contact method.

  3. An SMS consent panel appears with details about message frequency and carrier charges.

  4. Check the consent box to agree to receive SMS notifications.

  5. Click Yes, sign me up! to confirm.

You are contractually required to obtain explicit consent before enabling SMS on a customer's account. The portal handles this consent capture automatically when customers opt themselves in.

How customers opt out

Customers can stop receiving text messages at any time:

  • Reply to any message with STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT

  • In the portal, change preferred contact method back to Email or Phone call

After opting out, the customer receives one final confirmation message. Opting out stops all SMS messages from any service provider using the Chisel Tide platform — not just your company.

How customers re-subscribe

If a customer has opted out and wants to receive text messages again:

  • Reply with START, UNSTOP, or YES to the last message received

  • In the portal, change preferred contact method back to Text message and complete the consent step

Customer support for SMS

If customers have questions about SMS messages, they can reply HELP or INFO to any message, or contact [email protected].

For the full SMS consent terms, direct customers to the SMS Consent & Opt-In Policy.

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