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Client Portal FAQs

Explore our Client Portal FAQ for expert insights and answers to common questions.

Ciara Samento avatar
Written by Ciara Samento
Updated over 6 months ago

Profile Settings

How do I adjust my notifications?

Click Settings from your User Icon on the top right. Add/Remove notifications for Email, Text, Push (Mobile App). Click Save.

Can I adjust my Contact Information?

Yes, click Settings from your User Icon on the top right. Select Edit to update contact information. Click Save.

Can I add a profile picture?

Yes, click Settings from your User Icon on the top right. Select Edit underneath the profile picture circle, and add photo. Click Save.

Can I reset my username or password?

Yes, click Settings from your User Icon on the top right. Select Change Password underneath the profile picture circle, and add photo. Click Save.

How do I download the mobile app?

To download the mobile application, navigate to the App Store (iOS) or the Google Play Store (Android) and search Buildertrend. Enter your credentials, or click Forgot Password to reset.

Can I search for something on Buildertrend?

Yes, utilize Global Search, a search bar located at the top of your Client Portal to search through all tools for information. The search will include

Expand for a full list of searchable fields

Items in italics are nested items. When nested items are selected from Global Search, they will open the item they are connected to. i.e. clicking on a Selection Choice will open the Selection the choice is tied to.

  • Project Management

    • Schedule: Title & Description

    • Daily Log: Notes

    • To-Do's: Title & Notes

      • Checklist Items: Text

    • Change Orders: Title & Description

    • Selections: Title & Description

      • *Choices: Title & Description

    • Allowances: Title & Notes

    • Warranty: Title & Problem Description

  • Files/Media

    • *Folders: Title

      • *Documents: Title & Description

      • *Photos: Title & Description

      • *Videos: Title & Description

    • Doc/Photo/Video Attachments: Title

  • Messaging

    • *Comments: Text

    • Messages: Subject & *Body Text

    • RFI: Title & Question

  • Financial

    • Bills/POs: Title & Description/Scope of Work

    • Client Invoice: Title & Description

I have multiple projects with my builder. Can I link my Client Portals?

Yes, your builder can link your projects, allowing you to access them with a single username and password for your Client Portal. You can easily switch between projects using the dropdown menu located under your profile picture and name on the main portal page.

Features

Can I send my builder a quick message?

Yes, you may utilize Direct Chat, Comments or Messages to communicate with your building team. Navigate to the chat icon on the top right of the menu bar, or select your preferred contact method within Messaging.

Can I set myself a To-Do?

Yes, you may set only yourself a task within To-Dos. Navigate to To-Do's, select New. Customize your To-Do with adding Title, Description, Checklist Items, Due Date, Priority and Attachments.

Can I submit a Warranty Claim?

If your builder allows warranty claim submissions and you're within the deadline, yes, you can submit a Warranty Claim.

Navigate to the Warranty tab under the Project Management menu. Click New Claim and customize with Title, Description, and Attachments.

After your builder reviews the request, they may schedule an appointment to inspect the issue or reach out for more details.

If appointments are scheduled and awaiting your approval, you'll be notified via email and the mobile app (if you've set your notifications accordingly). Log in to your Client Portal to approve, decline, or provide feedback on claim appointments.

Manage all claim statuses and appointments under the Warranty tab.

Can I upload my own photos, files or videos?

Yes, you may upload files to the **Client Uploaded Files**, within Photos, Documents or Video.

What do the columns in the Job Costing Budget represent?

Job Costing Columns

  • Original Budget: Reflects your cost from the signed Proposal.

  • Revised Budget: Tells you the impact of any scope changes to the job by adding approved Selections, approved Change Orders, and updated Revised Costs totals to your Original Budget Costs.

  • Committed Costs: Includes approved Purchase Orders, approved Variance POs, and unapproved Time Clock shifts.

  • Actual Costs:

    • If Accrual accounting: Open or paid Bills, Variance Bills and approved Time Clock shifts.

      • If connected to QuickBooks, it will also include any bills or expenses entered directly into QuickBooks.

    • If Cash accounting: Paid Bills, Variance Bills and approved Time Clock shifts.

      • If connected to QuickBooks, it will also include any paid bills or expenses entered directly into QuickBooks.

  • Builder Variance: Collects Bills marked as Builder Variances; also counted as part of actuals. These are costs that you expect to cover.

    • This does not include Customer Variances.

  • Complete: When a cost is marked Complete, its Projected Costs will reset to equal Actual Costs.

  • Projected Costs:

    • The greatest of:

      • Revised Budget Costs + Builder Variance Bills

      • Committed Costs + Builder Variance Bills not linked to a PO

      • Actual Costs

    • If Complete, Projected Costs equal Actual Costs.

  • Cost-to-Complete: Subtracts your Actual Costs from your Projected Costs to tell you how much you have left to spend for this cost code

  • Revised vs Projected: Subtracts your Projected Costs from your Revised Budget Costs to tell you how you are projecting to end based versus your original estimated pricing.

Client Pricing Columns

  • Original Client Price: Reflects the client price from the signed Proposal.

  • Revised Client Price:

    • If Fixed Price:

      • Client Price from the original proposal plus any Selections or approved Change Orders.

    • If Open Book:

      • Projected Costs - Builder Variance with job markup/margin applied.

      • If Complete, Actual Costs - Builder Variance, with job markup/margin applied.

  • Amount Invoiced: Same as the Amount Invoiced column in the original Budget; The total amount per cost code from released Client Invoices.

  • Remaining to Invoice: Portion of Revised Client Price remaining to be released to the client.

  • % Invoiced of Client Price: Percentage of the Revised Client Price for which Client Invoices have been released to the client.

Can I see the specific items that make up the costs and pricing in the columns of the Job Costing Budget?

If your builder has decided to share Related Items with you, you have the ability to see the different items that make up each Cost Code column's total.

Display Cost Related Items

When viewing your budget, you can click the dropdown arrow of a Cost Code and view specific, individual items that make up each Cost Code column's total.

By selecting a specific item, you can view the detailed information of the item to avoid navigating back and forth between that feature and the Job Costing Budget, improving visibility of job costs and profitability insights.

I read about a feature I don't have access to. Why is that?

The features available to you may vary depending on your builder's setup.

Buildertrend Payments

Do I need to save my payment method?

No, but without a saved payment method, you will need to add one each time. To avoid delays, save your payment method for future use.

What is 3DS (3D Secure)?

3D Secure (3DS) is an authentication method that adds an extra layer of security to online credit or debit card purchases. Initiated by your bank, 3DS helps prevent fraud and is a global standard for secure card payments.

How does 3DS impact the payments to my general contractor?

When you enter your payment information in the Client Portal, you'll receive a one-time password or code sent to your mobile number or email address. Depending on your bank, you may also need to verify the transaction through their app or website.

After completing these steps, you’ll be automatically redirected back to Buildertrend, where you’ll see a payment confirmation message.

What if I do not complete the 3DS verification?

To process payments with Buildertrend Payments, you must verify your preferred card before completing a payment. We recommend contacting your card provider or the payment specialist team at payments@buildertrend.com to avoid any issues.

How will my builder know when this process has been completed?

When you have successfully completed 3DS, your builder will be notified within their Buildertrend Online Payments Report.

Need additional help? 📞

Contact our support team via Live Chat, phone: 1-888-415-7149, or email support@buildertrend.com. We’re always happy to help.

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