What's changed
Previously, accessing information about your support request meant either calling us or logging into the customer portal. Many customers — especially those who don't use the portal regularly — told us they found it difficult to track down the details they needed quickly.
The new magic link page brings everything together in a single, clearly organised view designed to be easy to use for everyone, regardless of technical experience.
What you can do from the link
| 💬Reply to us Read our messages and send us a reply directly. No need to call or write a separate email. | 📅 Manage appointments See the date, time, and engineer for any visit. Confirm it suits you, or request a different time with one tap. | |
| 💷 Pay invoices View any outstanding invoices and pay securely online, without needing to log in to your account. | 📋Approve quotes Review the full line-item breakdown of any quote and approve or decline it instantly — no portal login needed. | |
| 📎Upload or download files Share a photo, screenshot, or document with us, or download anything we've sent you — all from the same page. | 📄Sign documents Read and digitally sign any contracts or agreements we've sent, without printing a single page. |
Keeping you informed
The page also shows you the current status of your request — for example, whether we're waiting for parts to arrive, whether an engineer has been assigned, or whether an appointment has been booked. You can see at a glance exactly where things stand without needing to call us to ask.
A dedicated SLA tab lets you see our response and resolution targets for your specific request, whether those targets have been met, and — if the clock is paused for any reason (such as waiting for an appointment or parts) — a clear explanation of why.
How the link stays secure
Security was a key consideration in designing this feature. The link you receive is unique to you and your request. Here's how it's protected:
- One link per reply — each time we send you an update, the previous link is automatically invalidated and a new one is issued.
- Device-locked — the link locks to the device and internet connection it was first opened on, preventing it from being used by someone else who intercepts it.
- Limited uses — each link can only be opened a set number of times before it expires.
- Engineer verification PIN — for on-site visits, the page shows a unique PIN that your engineer will quote before entering your home or business. Never let anyone in who cannot tell you this number.
Already have a customer portal account?
The magic link and the portal work alongside each other. The portal remains available for managing multiple tickets, viewing your full history, and accessing account-wide information. The magic link is a quick, convenient option for customers who prefer not to log in each time.
Questions? Call us on 01205 627240 or visit eb-it.uk
