Client Portal Access

Give your clients 24/7 access to their horses’ information through a secure, easy-to-use portal. Reduce phone calls, improve satisfaction, and keep everyone informed automatically.

The client portal empowers horse owners to stay connected to their horses anytime, anywhere. They can view photos, check schedules, review health records, and see updates without waiting for your response. This guide shows you how to set up and manage portal access for your clients.

What is the Client Portal?

The client portal is a secure web interface where clients can:

View their horses:

• Horse profile information
• Photos and videos
• Activity updates and feed
• Program schedules (feed, farrier, health)
• Document library (Coggins, registration, etc.)

Stay informed:

• Real-time updates when you post them
• Automatic notifications for important events
• Program schedules and upcoming activities
• Health tracking and records

Interact (optional - when enabled by administrator):

• Add their own horses to the system
• Upload documents (Coggins, insurance, etc.)
• View shared notes and instructions
• See activity feed with all updates

What clients CANNOT see:

• Financial information (costs, expenses, invoices)
• Internal staff notes
• Other clients’ horses
• Administrative functions
• Billing details

Benefits of Portal Access

For Your Business

Time savings:

• Fewer phone calls asking for updates
• Fewer emails with routine questions
• Automatic photo/video sharing
• Self-service information access

Better client relationships:

• Increased transparency builds trust
• Clients feel more connected
• Professional, modern service offering
• Competitive advantage

Improved communication:

• Updates reach clients immediately
• No missed phone calls
• Consistent communication
• Documentation of all updates

Operational efficiency:

• Post update once, all relevant clients see it
• No individual emails or texts
• Centralized communication
• Reduced administrative work

For Your Clients

Convenience:

• Check on horses anytime, anywhere
• No waiting for return calls
• Access from phone, tablet, or computer
• Works 24/7, even when you’re busy

Peace of mind:

• See real-time updates and photos
• Review health records instantly
• Check program schedules
• Stay connected to their horses

Better experience:

• Professional, modern service
• Transparent communication
• Easy access to information
• Reduced anxiety about horse care

What Clients Can See

Always Visible

These items are always available when portal is enabled:

Horse Profile:

• Barn name and registered name
• Breed, color, sex
• Date of birth
• Registration numbers
• Physical description and markings
• Current location/stall

Photos & Videos:

• All photos posted by staff
• Videos of their horse
• Activity feed images
• Album organization
• Download capability

Activity Updates:

• Daily updates and notes
• Training progress
• Health observations
• General care notes
• Shared information

Program Information:

• Feed program and schedule
• Farrier schedule and history
• Health tracking program
• Turnout schedules
• Training schedules

Documents (if enabled):

• Coggins test results
• Registration papers
• Health certificates
• Veterinary records
• Any client-uploaded documents

Always Hidden

These items are NEVER visible to clients:

Financial Information:

• Expense records
• Costs per horse
• Billing details
• Payment history
• Invoice amounts

Internal Notes:

• Staff-only notes
• Private observations
• Billing arrangements
• Internal communications

Other Clients:

• Other client profiles
• Other horses (unless co-owned)
• Other clients’ updates
• Facility-wide information

Administrative Functions:

• Staff management
• System settings
• Reporting tools
• Integration settings

Client Onboarding Experience

When clients first access the portal, they complete a simple 3-step onboarding process:

Adding Horses (Client Self-Service)

When enabled, clients can add their own horses directly through the portal.

How It Works

Why Limited Fields?

Clients can only set basic horse information. This is by design:

• Barn/stall assignments require staff coordination
• Registration numbers may need verification
• Notes often contain internal information
• Staff assignments are administrative decisions

Clients provide the basics; staff complete the details.

Activity Feed

The Activity Feed gives clients a unified timeline of everything happening with their horses.

What Appears in the Feed

The Activity Feed shows (based on permissions):

Care Activities:

• Health records (vaccinations, vet visits)
• Farrier visits and schedules
• Feed program changes

Media:

• New photos and videos
• Media uploads by staff

Documents:

• New documents added
• Client-uploaded documents

Tasks:

• Completed tasks (if enabled)
• Task assignments

New Item Indicators

Clients see visual indicators for items they haven’t viewed yet. This helps them quickly spot what’s new since their last visit.

Pagination

The feed loads in pages, showing the most recent items first. Clients can scroll to load more history.

Portal Permissions

Administrators can configure what each client can see and do in the portal.

Permission Types

Information Visibility:

Action Permissions:

Configuring Per-Client Permissions

Changes take effect immediately. The client will see the updated permissions on their next page load.

Enabling Portal Access for a Client

Setting Up Client Portal - Complete Example

Here’s a realistic walkthrough:

What the Portal Looks Like

Client Portal View vs. Staff View

Managing Portal Access

Viewing Portal Status

Check which clients have portal access:

1. Go to “Clients” page
2. Look for portal indicator icon next to client names
3. Green checkmark: Portal enabled and active
4. Gray icon: Portal disabled
5. Yellow warning: Portal enabled but client hasn’t logged in yet

Checking Client Login Activity

See when clients last accessed portal:

This helps you understand which clients are actively using the portal.

Disabling Portal Access

To remove portal access:

Temporarily Suspending Access

For temporary holds (e.g., non-payment):

Option 1: Disable portal access

• Toggle off, re-enable later

Option 2: Change client status

• Mark as “inactive”
• Portal remains but no new updates sent

Option 3: Contact support

• For specific suspension scenarios

Resetting Client Passwords

If client forgets password:

Portal Notifications

Control what notifications clients receive:

Notification Types

Email Notifications:

• Daily activity digest
• New photo uploaded
• Important updates
• Program schedule changes
• Document uploaded

Push Notifications (Mobile App):

• Real-time updates
• New photos
• Important alerts
• Urgent communications

In-Portal Notifications:

• Activity feed updates
• New documents
• System messages

Configuring Notifications

Client Document Upload

Allow clients to upload documents through the portal for their horses.

Supported Document Types

Clients can upload these document types:

• Invoice - Vet bills, farrier invoices
• Contract - Boarding agreements, lease contracts
• Health Record - Vet records, lab results
• Insurance - Policy documents, certificates
• Registration - Breed registrations, papers
• Coggins Test - Required health certificates
• Other - Any other relevant documents

File Requirements

• Maximum size: 50MB per file
• Supported formats: PDF and images (PNG, JPG)

Why Enable Client Upload?

Benefits:

• Clients can upload vet records immediately after appointments
• Reduces back-and-forth emails with attachments
• Keeps all documents organized in one place
• Saves staff time on document collection

When to enable:

• Clients frequently send documents
• Want to reduce email attachments
• Trust client to upload appropriately

Enabling Document Upload

Reviewing Client-Uploaded Documents

Advanced Portal Features

Custom Portal Branding

Customize portal appearance:

• Add your logo
• Choose color scheme
• Set welcome message
• Add facility photos

Contact support for branding customization.

Multi-User Access

Some clients need multiple users:

Scenario: Business client with multiple staff members

Solution: Contact support to set up:

• Multiple portal logins for one client
• Shared access to same horses
• Role-based permissions
• Individual user activity tracking

Portal Analytics

Track portal usage:

Available metrics:

• Total logins per month
• Most active clients
• Most viewed pages
• Photo view counts
• Document access frequency

Where to find:

1. Go to “Reports”
2. Select “Portal Analytics”
3. View usage statistics
4. Export reports

Use insights to:

• Identify highly engaged clients
• Find clients who never log in (may need help)
• Understand what clients value most
• Make portal improvements

Integration with Mobile App

Portal works seamlessly with mobile app:

Mobile app features:

• Same portal access, optimized for phone
• Push notifications
• Photo/video viewing
• Document access
• Offline viewing of recently accessed content

Encourage app download:

• More convenient than web browser
• Better photo viewing experience
• Push notifications keep clients informed
• Available on iOS and Android

Privacy and Security

Data Protection

Portal security features:

• Encrypted connections: All data transmitted over HTTPS
• Secure authentication: Password requirements enforced
• Session management: Auto-logout after inactivity
• Data isolation: Clients see only their data
• Audit logs: Track all portal access

Client Data Privacy

What clients can and cannot see:

Can see:

• Their own horses’ information
• Shared activity updates
• Documents linked to their horses
• Photos/videos of their horses
• Program schedules for their horses

Cannot see:

• Other clients’ horses
• Financial information (costs, expenses)
• Staff-only notes
• Other clients’ contact info
• Administrative information

Privacy is automatic - no manual configuration needed.

Two-Factor Authentication (Optional)

Add extra security:

When to enable:

• High-value horses
• Sensitive situations
• Client requests
• Regulatory requirements

How to enable:

1. Edit client profile
2. Enable “Require 2FA”
3. Client sets up on next login
4. Uses authenticator app or SMS

Troubleshooting Portal Issues

Client Can’t Log In

Common causes and solutions:

1. Wrong email or password:

• Verify email in client profile is correct
• Client uses “Forgot Password” to reset
• Check spam folder for reset email

2. Portal access disabled:

• Check client profile: Is portal toggle ON?
• Re-enable if needed

3. Account not set up yet:

• Resend invitation email
• Check client created password
• Verify invitation didn’t expire

4. Browser issues:

• Try different browser
• Clear cache and cookies
• Disable ad blockers
• Update browser to latest version

Client Not Seeing Their Horse

If client can’t see expected horse:

Check:

1. Is horse linked to this client?
   • Open horse profile
   • Verify client is listed as owner
2. Is horse archived?
   • Archived horses hidden from portal
   • Unarchive if needed
3. Is portal access enabled?
   • Check client profile settings

Fix: Link horse to client or unarchive as needed.

Photos Not Appearing

If photos don’t show in portal:

1. Verify upload successful:

   • Check horse profile in EquineOps
   • Are photos visible to you?

2. Check privacy settings:

   • Are photos marked as staff-only?
   • Change to client-visible

3. Browser cache:

   • Client clears browser cache
   • Or try different device

4. Upload format:

   • Verify supported image format
   • Re-upload if corrupted

Notifications Not Received

If client isn’t getting notifications:

Check client’s notification settings:

1. Edit client profile
2. Verify email notifications enabled
3. Check email address is correct

Check email delivery:

1. Ask client to check spam folder
2. Whitelist noreply@equineops.com
3. Verify email is valid

Server issues:

1. Check notification logs
2. Contact support if systematic issue

Portal Running Slow

Performance troubleshooting:

Client side:

• Clear browser cache
• Close other browser tabs
• Check internet connection
• Try different device

Server side:

• Check EquineOps status page
• Contact support if widespread issue

Best Practices

Encourage Portal Adoption

When onboarding new clients:

1. Explain portal benefits
2. Set up access during signup
3. Give quick demo or tutorial
4. Send welcome email with instructions
5. Follow up to ensure they logged in

For existing clients:

1. Announce portal availability
2. Highlight time-saving benefits
3. Offer personal setup assistance
4. Share success stories from other clients

Keep Content Fresh

To maintain client engagement:

• Post updates regularly (daily ideal)
• Share photos frequently
• Update program information
• Add documents promptly
• Respond to comments (if enabled)

Stale portal = low engagement

Set Client Expectations

Clarify what portal is for:

• Portal: Routine updates, photos, schedules
• Phone/email: Urgent matters, questions, changes

Explain response times:

• Portal posts: When updates occur
• Comments: Respond within 24-48 hours (if enabled)
• Urgent: Always call/text directly

Monitor Adoption Rates

Track portal usage:

• Which clients log in regularly?
• Which clients never log in?
• Are notifications effective?

For low-adoption clients:

• Reach out personally
• Offer help logging in
• Ask if they need assistance
• Verify email address works

Keep Information Accurate

Portal reflects your operation:

• Update horse information promptly
• Post photos regularly
• Keep schedules current
• Upload documents in timely manner
• Archive old information

Accuracy builds trust and satisfaction.

Next Steps

Now that you understand the client portal:

• Adding Clients - Create client profiles to give portal access
• Client Management Overview - Complete client management guide
• Uploading Documents - Share documents with clients
• Adding Horses - Link horses to clients

Need Help?

Questions about the client portal? We’re here to help:

• Email: support@equineops.com
• Setup Call: Schedule assistance with initial portal rollout