--- title: "The customer profile page" description: "Everything Qualy holds about one customer on a single page — what they owe, what they have uploaded, what you have asked them for, and what the whole thing looks like from their side." lastModified: "2026-10-15" lang: "en" wordCount: 2724 url: https://qualyhq.com/training/customers/the-customer-profile-page --- ## Site navigation - [For schools](/international-education/for-schools.md) — For international education schools - [For agents](/international-education/for-education-agents.md) — For international education agents - [Explore](/training.md) — Watch videos on how to use Qualy - [About](/about.md) — Learn about Qualy's mission and values - [Pricing](/pricing) - [5-min demo](/demo.md) - [Login](https://dashboard.qualyhq.com) # The customer profile page > One page per customer — wallet, tasks, documents, forms and the trail of everything you have sent them. ## At a glance - **Intended for:** Everyone - **Available in:** All plans - **Reading time:** 5 minutes - **Last updated:** 15th October 2026 ## Quick summary A customer's page is one long page rather than a set of tabs. The card at the top holds their name, email, phone and tags — all editable by clicking straight on them — with three summary rows underneath showing what they owe, what tasks are outstanding and how many forms they have returned. Below that, each section opens and closes as you click it: Wallet, Tasks, Documents, Profile and settings, Forms, then the quieter ones under Other. The Actions button in the corner is where you create a payment from here, download a statement, or open the customer portal exactly as the customer sees it. ## Overview Everything Qualy knows about one customer lives on one page. Not a set of tabs you click between — a single page where each section opens where it sits, so you can have their wallet and their documents open at the same time without losing your place. Open it from **Customers**, or by searching for the person from the box at the top of any screen. The first time you land on a customer, every section is closed. That's the resting state rather than an empty page: click a heading and it opens. Qualy writes the open section into the address bar, so a link you copy and paste opens on the same section for whoever you send it to. ## The card at the top Name, email and phone sit in the card, and you edit them by clicking directly on the text rather than opening a form. Click, type, click away — it saves itself. Press Escape if you change your mind. Around them: the customer's tags, their number, which partnerships they're connected to, which teams and owners they belong to, and a small icon telling you what language Qualy writes to them in. There's also an email delivery indicator. If Qualy's last email to this customer bounced, it says so here — worth a glance before you chase somebody who never got your reminder. If the customer has been archived, a striped banner runs across the top of the card saying so. Archived customers stop appearing in search and can't be picked when you create a payment, which is usually the reason somebody's gone missing. ## The three summary rows Under the card, three rows you can read without opening anything: **Wallet** — a single bar showing paid, overdue, awaiting review and upcoming, with the total in the customer's main currency, the percentage paid, the overdue amount, and what's due next with its date. The overdue amount is the balance still owed on overdue payments, so a partly paid instalment only counts for what's left on it. If they owe in more than one currency, a marker tells you how many others. Click the next-due amount to jump to that payment. **Tasks** — how many are outstanding. **Forms** — how many responses they've returned. ![A customer card with their name, tags, email and phone, and the Wallet, Tasks and Forms summary rows below it — the Wallet row showing the total, the overdue amount in red, and what is due next](/images/training/customers/the-customer-profile-page/01-hero-and-summary-rows.png) Each row opens its section when you click it. If a row shows a lock and **Restricted** instead of numbers, your account doesn't have permission to see that part of the customer — it isn't telling you they have nothing. ## The sections ![The Documents, Profile and settings and Forms sections collapsed, with Payouts, Transactions, Direct debit authorizations, Feedback and Currencies and bank accounts grouped underneath a heading marked Other](/images/training/customers/the-customer-profile-page/03-sections-and-other.png) **Wallet** is the money: individual payments, subscriptions, and direct debit authorizations. You can list payments flat or grouped by order, and Qualy remembers your choice. There's a 'Create payment' button here too, so you can raise the next one without leaving. **Tasks** splits into your team's tasks and tasks assigned to the customer. You can type a new one into the section and press Enter. **Documents** is the customer's file store — folders, uploads, and anything they've sent you. Files you've requested but not received are grouped together so you can see what you're waiting on. Each file has a setting for whether the customer can see it in their portal, which is what lets internal paperwork and student-facing documents live side by side. **Profile & settings** is the customer's record — name, addresses, IDs, notifications, language, and archiving. It carries a completion percentage and tells you which fields are missing. It has [its own guide](/training/customers/updating-customer-details.md). **Forms** lists each form submission with how far through it the customer is. From here you can fill one in on their behalf, chase the ones that have stalled, or ask for a new one. Then a quieter group under **Other**: - **Payouts** — this customer's share of commission splits, and where each is up to. - **Transactions** — the individual money movements behind their payments. - **Direct debit authorizations** — what they've authorised you to debit, and whether it's still live. - **Feedback** — anything they've rated or commented on, plus any feedback requests still waiting for an answer. - **Currencies and bank accounts** — accounts on file. This one is a list, not an editor; it's what a refund draws on when you send money to a customer's account rather than back the way it came. ## Asking a customer for feedback Open the customer's **Feedback** section and hit **'Request feedback'**, then pick the survey to send: - **Satisfaction (CSAT)** — how satisfied they are, from very unsatisfied to very satisfied. - **Recommendation (NPS)** — how likely they are to recommend you, from 0 to 10. - **Effort (CES)** — how easy it was to get things done with you. - **Testimonial** — a few words about their experience, in their own voice. Hit **'Send'**. The customer gets an email with a link to answer, and you get an email when they reply. Anyone on your team with a dashboard login can send one; it doesn't need a special permission. Requests still open sit at the top of the section under **Waiting for an answer**, with who asked and when. **'Remind'** opens the reminder window so you can send it again. A customer can only have one open request per survey: try to send a second NPS before they've answered the first and Qualy stops you with *This contact already has an open request for this survey.* Once they answer, the response lands in the same section with everything else they've rated. ## When a section says Restricted What you can see on a customer's page follows your role. If your account can't list something — payments, tasks, forms, transactions, payouts or bank accounts — Qualy shows a lock instead of the content. On the summary rows that's a small **Restricted** label; inside a section it's **'You don't have access to this'**, followed by the exact roles that would open it. Send that list to a super admin: they can grant one of those roles in **Settings → Users**. Until then, don't read the section as empty. A Restricted Wallet on a student with eight instalments still has eight instalments. ## The Actions button Top right of the card. What's in it depends on what your organisation has turned on, but the useful ones: ![The Actions menu open on a customer, listing View Customer portal as the customer, Create new task, Open public payment list, Create payment, Create direct debit, Download statement and Send WhatsApp message](/images/training/customers/the-customer-profile-page/02-actions-menu.png) - **'View "Customer portal" as the customer'** — opens their portal in a new tab, exactly as they see it. - **'Create payment'** and **'Create direct debit'** — start either with this customer already chosen. - **'Create new task'**. - **'Download statement'** — a statement of this customer's payments, as a file you send yourself. - **'Send WhatsApp message'** — opens WhatsApp to their number. If they don't have one on file, Qualy tells you rather than opening an empty chat. - **'Open public payment list'** — the page anyone with the link can pay from, if your organisation uses those. - **'Create order'**, if you use orders. 'View "Customer portal" as the customer' is the fastest answer to *"the student says they can't see their payments"*. Rather than reasoning about what they should be seeing, open the same screen they're on and look. ## Notes and activities The panel down the right-hand side is the record of what's happened to this customer: notes your team has written, and every email and text message Qualy has sent them — including whether each was delivered, opened, or bounced. Notes have a **Private** or **Public** setting. Public notes are visible to the customer in their portal; private ones aren't. You can also attach a reminder to a note, which creates a task. You can collapse the panel with the arrow on its edge if you'd rather have the width, and Qualy remembers that between visits. When a customer insists they never received a reminder, this panel settles it. It shows whether the message was sent, whether it was delivered, and whether it bounced — and a bounce usually means the email address on the record is wrong rather than that the customer is ignoring you. ## Frequently asked questions ### How does a student get into their portal? Do I set up a login for them? You do not set anything up, and there is no password. The customer goes to your portal address, types their email, and Qualy emails them a link that logs them in. That is the whole process. The link works once and expires, so they request a new one each time — which also means there is nothing for them to forget. Every payment reminder Qualy sends already carries a link into the portal, so most students never visit the address directly. If you want to publish it — in a student handbook, or on your website — the address is your own Qualy portal subdomain, and you will find it under your business settings. ### How do I see what the customer sees? Open the customer, hit Actions, and choose 'View "Customer portal" as the customer'. Qualy confirms whose portal you are about to open and then opens it in a new tab, showing exactly what that customer would see — their payments, documents, forms and services. It is the fastest way to answer 'the student says they cannot see their instalments', because you can look at the same screen they are looking at. The customer needs an email address on their record for this to work. ### A student says they can only see one payment, not the whole plan Open their portal as them and check what is actually there. The most common cause is that they are reading a single payment reminder email rather than the portal — a reminder is about one payment, so it shows one payment. The link in that email marked with something like 'See past and future payments' takes them to the full list. If the portal itself is showing only one payment, the rest of the plan is either not created yet or sits against a different customer record, which usually means the same student exists in Qualy twice. ### Why is the customer's page blank when I open it? At the plain customer address every section is collapsed — that is the resting state, not an error. Click any section heading to open it. Qualy puts the open section into the address bar, so a link to a customer with their Wallet open will open with the Wallet open for whoever you send it to. ### Where do I see everything this customer owes? The Wallet section, and the summary row above it. The row gives you the headline — total, how much is paid, how much is overdue and what falls due next — as a single bar in the customer's main currency, with a marker for any other currencies they owe in. The overdue figure is what's still owed on overdue payments: a payment of 1,000 that the customer has already paid 400 towards counts as 600 overdue, not 1,000. Open the Wallet itself for the individual payments, their subscriptions, and any direct debit authorizations. You can list the payments flat or grouped by order, and Qualy remembers which you prefer. ### A section on the customer's page says Restricted — why can't I see it? Because your account is missing the permission for that part of Qualy, not because the section is empty. Where the Wallet, Tasks or Forms summary row would be, you see a lock and the word Restricted; open the section and it says 'You don't have access to this' and lists the roles that would let you see it. The same applies to Transactions, Payouts and Currencies and bank accounts. Ask a super admin to give you one of the listed roles in Settings → Users. Before this lock existed, a missing permission looked like 'no payments yet' — so a Restricted section can still hold plenty of payments. ### Can the customer see the notes I write on them? Only if you choose to let them. Notes in the Notes and activities panel have a Private and a Public setting, and public notes are visible to the customer in their portal. Private is the default. The same panel is also where you will find the record of every email and text message Qualy has sent them, including whether it was delivered, opened or bounced — which is the first thing to check when someone says they never received a reminder. ### How do I send this customer a statement of what they owe? Actions, then 'Download statement'. It produces a statement of the customer's payments that you can send them or attach to an email. It is a download rather than something Qualy sends on your behalf, so you keep control of what goes out and when. ### Can I add a bank account for the customer from this page? Not from the Currencies and bank accounts section — it lists the accounts on file and their currencies, but it does not add them. Customer bank accounts are used as the destination when you refund somebody into their account rather than back the way they paid, so if a refund tells you the customer has no account in that currency, that is the section that will be empty. Contact us if you need an account added to a customer and cannot see where. ### What is the Documents section, and can the customer upload things there? It is the file store for this customer — you can create folders, upload files yourself, and see anything the customer has uploaded. Files you have asked the customer for but not received sit together under a heading for uploads you are still waiting on. Each file has a setting controlling whether the customer can see it in their portal, so internal paperwork and things meant for the student can live in the same place without you having to think about it. ### What is the difference between Tasks here and Forms here? A task is a to-do — yours or theirs. The Tasks section splits them into the ones your team owns and the ones assigned to the customer, and you can type a new one straight into the section without opening anything. A form is a set of questions you have sent them to answer, and the Forms section shows each submission with how far through it they are, so you can see who has stalled halfway. You can fill a form in on the customer's behalf from there, or send them a reminder. ### Why can I see Payouts on a customer's page? Because payments from this customer may be split with partners — a school, an agent — and the Payouts section lists that customer's share of those splits: the amount, who it goes to, when it is due and whether it has been paid. It is the same commission you would see on the Payouts screen, filtered down to money that originated with this one student. ### Can I ask a customer how we did? Yes. Open the customer's profile, go to the Feedback section and hit 'Request feedback'. Choose a satisfaction (CSAT), recommendation (NPS), effort (CES) or testimonial survey and hit Send. The customer gets an email with a link to answer, and you're emailed when they reply. Each customer can have one open request per survey at a time; 'Remind' resends one that's still waiting. ## Prefer doing this via the Qualy API? Head over to our developer docs for everything you need—endpoints, examples, and simple how-tos. [View API Docs](https://docs.qualyhq.com/docs) ## More on Qualy **Industries** - [For schools](/international-education/for-schools.md) — For international education schools - [For agents](/international-education/for-education-agents.md) — For international education agents **Support** - [Training](/training.md) - [System status](https://qualyhq.statuspage.io/) — Qualy system status - [Product updates](https://changelog.qualyhq.com) — As we work on Qualy, here we spotlight what we’ve learned and updated across our products - [Contact](/contact-us.md) **Product** - [Demo](/demo.md) - [Enterprise](/enterprise.md) - [Testimonials](/testimonials.md) — Learn what some customers have to say about Qualy - [About](/about.md) — Learn about Qualy's mission and values - [Blog](/blog) — International education payments blog by Qualy - [Trust center](/trust.md) - [API](/api.md) — Qualy API for international education payments - [Zapier](/integrations/zapier.md) — Connect Qualy to 7,000+ apps with Zapier - [NexPay](/nexpay.md) — Qualy + NexPay — automate everything around the payment **Legal** - [General terms](/terms-and-conditions.md) - [Payer terms](/terms-for-payers.md) - [Privacy policy](/privacy-policy.md) - [Service levels](/sla.md) - [Accessibility](/accessibility.md) - [Legal & compliance](/trust.md)