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How Patrons Use Their PatronPortal Accounts on Your Public Ticketing Site: https://help.pm.leapevent.tech/a/1085041
PatronPortal provides your patrons login access to their account on your Public Ticketing Site (PTS). There, they can view their Ticket Order and Donation history, update their contact information, and renew their Subscriptions and Benefits. This article provides an overview of how your patrons use PatronPortal on the PTS. Specifically, we'll cover:
1. How does a patron log into their Portal account?
Patrons can access their Portal account on your PTS. We'll run through what they see when they log in, as well as what to do when they need to reset their password if they forget it.
1. Click the "Log in" link in the upper right corner of the PTS
2. Enter login credentials in the pop-up, then click the "Log in" button
3. Once logged in, patrons see their name on the right in the navigation bar
1. Click the "Forgot password" link on the pop-up
2. They'll enter their username and click "Reset password"
Hint: their username should be their email address.
3. They'll receive an email with a link to reset their password that will be active for 24 hours
2. What do patrons see when they log into Portal?
When logged into Portal, patrons can view their profile and manage their account, track their order and donation history, and renew their subscriptions and benefits. Let's take a closer look.
Portal profile management
Portal users access their account information by clicking their name in the upper right hand and selecting "My Profile".
Under My Profile, patrons can edit their name, email, phone number, and address information; they can also change their password here.
If Personal Pronouns or Onsite Accessibility Requirements are enabled for the PTS, patrons will also be able to update these settings from here.
Any saved changes to contact info on the PTS will also update the Contact in PatronManager, too!
1. Click "Edit Profile" to make changes to the My Profile tab
2. From there, patrons can edit their profile information
3. Once they've made their desired changes, they'll click "Save"
Any saved changes to contact info on the PTS will also update the Contact in PatronManager, too!
1. From the My Profile tab, click "Change password"
2. Fill in the form and click Change Password:
Ticket Order, Donation, Subscription renewal and Membership renewal management
With PatronPortal, patrons can:
- See their Ticket Order and Donation history
- Manage their Pending Renewal subscription orders
- Manage their Benefits
The Orders tab provides a history of every ticket order the patron has ever purchased.
The "Show details" link below each order shows additional information about each order.
If the patron purchased a ticket to a Virtual Event, they'll also be able to access their virtual ticket links here.
If you've enabled mobile tickets, patrons will be able to access their mobile tickets from the Orders tab too.
What order statuses do my patrons see?
To avoid confusion, your patron sees different order statuses than you see in PatronManager:
| PatronPortal Label | Internal Order Status(es) |
|---|---|
| Completed | To Be Qualified, Complete |
| Partially Paid | Partially Paid |
| Reservation | Reservation |
| In Review | Payment Exception, Confirmation Exception, Chargeback Pending |
| Refunded | Fully Refunded |
The Donations tab displays the patron's upcoming and completed donations.
Patrons will only see the Donations tab if they have complete or soon-to-be complete donations associated with their Contact.
What donations can my patrons see?
Only complete or soon-to-be complete donations will be visible to your patrons. Specifically, donations with the following statuses will be visible on Portal:
- Posted
- Pending
- Pledged
- Negotiation/Review
- Any other custom status you've created with Probability >= 90%
If a patron has subscriptions in Pending Renewal status, they'll use the Subscription renewal tab to:
- Review their Subscription(s) and process payment for their renewal
- Request changes to their Pending Renewal Order (e.g. number of packages, type of package, etc.)
Is the Subscription renewal tab not available for your patrons? Make sure the "Hide Subscription Renewal Tab in Portal" checkbox in PatronTicket Settings is unchecked!
Renewing a Subscription
Patrons can select "Renew" to add their Pending Renewal order to their cart.
The patron can only complete the Pending Renewal order as-is. In other words, they can't add additional subscriptions or single ticket items, or change their seat assignments.
That said, renewing subscribers are able to request a seat upgrade during checkout.
This allows subscribers to renew their existing seats, while also letting you know they would like a potential change.
Before seating new subscribers, it's a best practice to report on all renewing subscribers who requested seat upgrades to try to accommodate them first.
Note that you can relabel the standard Comments field for subscription orders specifically (as seen in the above screenshot). To do this, follow our steps here.
Requesting a subscription change
Patrons can make a request to change their subscription package before processing payment, by selecting the "Request Changes" link.
Your Subscription Administrator (or Order Fulfillment Administrator if your Sub Admin is blank) will receive the change request after the patron hits "Submit".
You can add/update the default text in the body of this message in PatronTicket Settings under "Portal Subscriber Change Request."
A task will be created in PatronManager and assigned to your Subscription Administrator:
Additionally, an email with a link to the task will be sent to the Subscription Administrator:
Canceling a Subscription
Patrons can click "Cancel Renewal" to cancel their Pending Renewal subscriptions.
This keeps a record of the Ticket Order, but updates the status to "Did Not Renew" and releases the held seats back into your inventory.
If a patron has Benefits associated with their account via a Membership, they can view their status and renew benefits from the Membership renewal tab.
If older Benefits that were previously renewed are appearing in the Benefit Renewal tab for your patrons, check to make sure that those Benefits have the "Renewed By" field filled out.
Expired Benefits should have the Benefit that replaced it, or renewed it, listed in the "Renewed By" field.
Renew
The "Renew now" button lands on the Membership page, where patrons select which membership they want to add to their cart.
"Contact me" about Renewing
Patrons can click the "Contact me" link to send a message directly to your organization about renewing their benefits.
Auto-renewal
If a Membership is set up for auto-renewal, patrons can see when their Membership will automatically renew.
Patrons can also opt to cancel their renewing Membership.
