Portal / Online

Resident Accounts & Access

• How can a resident create an SDL Portal account?
• Why can’t a resident complete email verification for their SDL Portal account?
• How does a resident reset their SDL Portal password?
• How do I help a resident who can’t find their permit on the portal?
• Why can’t a resident validate their SDL Portal account after registration?
• How does a resident reset their phone verification on the portal?

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Submitting Portal Requests

• How does a resident submit a building inspection request through the portal?
• How does a resident submit a code enforcement certificate of occupancy request?
• How does a resident submit a rental certificate application through the portal?
• How does a resident submit a pet license registration or renewal through the portal?
• How does a resident attach documents or plans to a portal request?
• Can a resident cancel or remove a portal request they submitted?

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Portal UI & Config

• How do I allow residents to update emergency contacts through the portal?
• How do I lock or restrict certain permits from being visible on the portal?
• Can residents upload plans or documents as part of a portal request?
• How do I generate or retrieve the QR code/URL for a portal request type?
• How do I configure the portal to allow or require online payments on requests?
• How do I modify the description or fields shown on a portal request type?
• How do I set up or update inspection scheduling through the portal?
• Why does the SDL Portal not load on a mobile browser?
• Can a resident look up a permit's final inspection status on the portal?
• How Can I Edit the Help/FAQs Page?

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Notifications & Email

• Why isn’t a resident receiving the inspection request confirmation email?
• How do I configure which email notifications are sent when a portal request is accepted?
• Why are new SDL Portal users not receiving their email verification link?
• How do I set up inline payment links in portal notification emails?

Portal Sync

• Why isn't a citizen's portal submission appearing in SDL Desktop?
• Why is a portal request still showing 'Submitted' after I accepted it in Desktop?
• A payment shows received in the portal but isn't updating status in Desktop — why?

Online Payments

• How does a resident pay for a permit through the SDL Portal?
• How does a resident get a refund if a payment was processed in error?
• Why is a payment showing received in Municipay but still 'Requested' in SDL Online?

Complaints

• How does a resident submit a complaint or concern through the SDL Portal?

OPRA

• How does a resident submit an OPRA request through the portal?
• Why can't staff see the OPRA portal request on the homepage?