Customer Portal FAQ

Customer Portal Access

Can I change my client’s Customer Portal password on their behalf?

Yes, you can:

Go to the Contacts tab on the account in ARC.
Under Customer Portal Actions, click VIEW.
Once viewing the portal as the client, navigate to the Accounts tab and update the password.

How do I send my client an invitation to access the Customer Portal?

In ARC, go to the Accounts page.
Click on the Accounts tab.
Under the client, click Contacts.
Under Customer Portal Actions, click Invite.

Why is my client receiving an error message in the Customer Portal?

The most common solution is to clear the browser cache. An incognito browser may temporarily work, but the cache should be cleared to resolve the issue long-term.

Why is the Password Reset Email not working for my client?

The reset link is only valid for 15 days and can only be clicked once. Ensure your client uses the most recent email and clicks the newest link only once.

Digital Directory

How do I change my business address listed on the digital listing?

Publishers can change their clients’ business addresses through the Digital Directory in ARC. Clients can also do this in the Customer Portal. Update the address to a service area and ensure the entire directory is filled out for this update to save.

Why doesn’t my client see digital listed in their Customer Portal?

Check the following in ARC:

Does the client have an Active Digital Agreement?
Under Contacts, is “Digital” assigned to at least one person?
Are there any duplicate contact names or emails?
Has their profile been completed and QC approved? (24–48 hrs)

Why isn’t my client showing up on the “Our Partners” page?

Ensure the following are set:

Details Tab in ARC:
- Add a business address
- If no physical address, use a placeholder (e.g., “1234 1st Street”)
Digital Directory Tab:
- Choose between:
  - Street Address – if the client wants it visible
  - Service Area – if not
- Save after entering the info

How does my client set up their digital listing?

Clients can set it up in the Customer Portal under the Digital tab. Note: If the client only has the basic package, they cannot edit it themselves—the publisher must update it in ARC.

Can my client have a digital profile for each of their business locations?

Unfortunately, no. Only one digital contract per ARC account is allowed. They can:

Set up separate businesses in ARC with separate digital contracts.
Or use the Service Area option (only one city allowed), which hides the address but still provides “Get Directions” via the backend address.

What are the differences in the digital packages?

Basic:

Address
Phone (Click to Dial)
Website
Profile Images
About Your Business
Business Social Links

Featured (Basic +):

Everything in Basic
Increased Google exposure
Landing page relevance and featured businesses
Increased search on CL.com relevance

Premium (Featured +):

Unlimited Custom Content
Display Fully Custom Promotions

Read more here: Digital Listing Packages

How does my client get a free digital listing?

Your client can obtain a free digital listing through one of the following options:

36-Month Print Agreement: Signing a 36-month print agreement qualifies your client for a free Premium listing.
12/24-Month Agreement: With a 12-month or 24-month agreement, your client will receive a free Featured listing or a $50 credit towards a Premium listing. To upgrade to Premium would equate to an additional $250 per month.

Read more here: Digital Listing Packages

Can my client be listed in the digital directory without a print agreement?

No. A print agreement is required for a client to appear in the directory or have a digital listing. Listings appear as soon as the agreement is signed and remain until the last month, regardless of print schedule.

Digital Client Articles

How does my client upload digital content/articles?

Premium clients can now upload content themselves via the Customer Portal.

Can I/my client get a proof of a digital article before it goes live online?

No formal proofs are available. However, what you see under the Content tab in ARC closely resembles the published version.

Does my client have access to stock photography to use in their digital articles?

No. We currently do not provide stock photography for digital articles.

How can I link an editorial online article to my client’s digital listing?

In ARC, go to the Editorial tab → Issues tab.
Click on the article.
Go to the Assignment tab.
Under “Is this article associated with a business?”, select Yes.
Search for the correct business and click Save.

This must be done before the editorial deadline. If missed, submit a ticket to the National Support team.