Send And Read Messages

When To Use This#

Use this article when you want to read messages from your business, reply to the household conversation, start a message when no conversation is open, attach photos or videos, or review business notices.

Before You Start#

• Sign in to the customer portal.
• Do not include card numbers, passwords, or other highly sensitive details in messages.
• Use clear subject and message text so the business can understand the request.
• Use the contact method recommended by your business for urgent or time-sensitive issues.

Messages Page Overview#

The Messages page shows conversation history for your household. It may also show recent notices from the business, message status, and controls for replying or starting a message.

Use this page when the question is appropriate for portal messaging. For urgent or time-sensitive issues, use the contact method your business recommends.

For booking changes or required document uploads, use the Bookings page or Documents page when the portal offers that workflow. Use Messages for questions, follow-up, or context that does not belong in a form.

Unread Messages#

Look for unread indicators near recent messages. Open the conversation to read the message before replying, especially if the business has already answered part of your question.

If you share the portal with other household contacts, review the current thread so you understand what has already been sent.

Conversation History#

Use the message history to review earlier replies, attachments, and business follow-up. This can help you avoid sending duplicate messages or missing an answer already in the thread.

Business notices may appear near your messages, but they are not the same as conversation replies.

Reply Or Start A Message#

Select Reply when an active conversation is available. Select Start message when the page offers a new message option instead.

Enter the message clearly before sending. If the page asks you to write a message or add a photo or video, add message text, at least one attachment, or both.

Attachments#

Use attachments when a photo or video helps explain the request. Review selected filenames before sending so you know which files are included.

Do not include card numbers, passwords, private payment data, or other highly sensitive details in message text or attachments. For billing disputes, refunds, or account questions, use the business's recommended process and avoid sending sensitive card details through portal messages.

Business Notices#

Business notices can help you understand updates from the business. Treat them as informational updates unless the notice asks you to take a specific action.

If a notice is confusing or time-sensitive, contact the business using the method they recommend.

When Sending Does Not Work#

If the Messages page says messages are unavailable, refresh and try again. If the problem keeps happening, contact the business for help.

If send fails, check that the required fields are complete and retry. If the send button or reply option is missing, contact the business to confirm your portal account is connected to the correct household.

If the question is urgent or time-sensitive, use the contact method recommended by the business instead of waiting for a portal reply.