Customer portal

The customer portal is the external side of Matter. Customers use it to see their cases, respond to document requests, upload files, and review files shared with them.

What customers see

A customer sees only cases they have access to.

Inside a case, the customer portal is organised into:

• Overview: case details, progress, and requests needing attention.
• Requests: the full request list the customer can act on.
• Files: uploaded or shared files the customer can access.

If a customer sees the wrong case or cannot see a case, check case access in the agent portal.

Uploading documents

Customers upload documents from a request. This keeps the file attached to the right evidence item and reduces sorting work for the team.

After uploading files, the customer may still need to submit the request for review. The request should show whether more action is needed.

Customer instructions

Good customer instructions are short and specific.

Write what the customer should upload, not the internal reason the practice needs it. If the file has common failure points, say so directly. For example: “Upload every page, including the page with the document number.”

Files visible to customers

The Files tab shows files the customer can access. Not every internal file should be visible there.

Before sharing files, confirm that the file is meant for the customer, belongs to the correct case, and does not include internal-only notes or unrelated documents.

Multiple cases

If a customer has more than one case, the sidebar shows a case list. If the customer has only one case, the sidebar shows the case sections directly: Overview, Requests, and Files.

Common customer questions

I uploaded a file but the request is not complete.

The practice may still need to review it. The file can be uploaded while the request remains pending review or waiting for submission.

I cannot see a case.

The practice needs to grant portal access to the contact attached to your login.

I uploaded the wrong file.

If the request is still editable, remove the file and upload the correct one. If it has already been submitted, contact the practice or wait for the team to request changes.