Why Can't My Customer Access the Portal After Re-Opening a Project?

Last updated: March 13, 2026

Reopened a project and your customer is locked out of the portal? This is expected behavior — here’s what happened and how to fix it in about ten seconds.

Why This Happens

When a project is marked Complete or Archived, OnRamp automatically turns off the Portal Live toggle. This is intentional — it prevents customers from accessing a project that’s been closed.

When you re-open the project, the portal does not automatically turn back on. You’ll need to re-enable it manually.

How to Restore Portal Access

  1. Open the re-opened project.
  2. Click the Portal tab in the project navigation.
  3. Locate the Portal Live toggle.
  4. Switch it on.

Customer users linked to the project will immediately regain portal access.

Tips & Troubleshooting

  • Make it a habit: Any time you re-open a completed or archived project, check the Portal tab first and confirm the toggle is on before contacting the customer.
  • Customer says they still can’t access it? Confirm the customer user is still listed as a project member — users aren’t automatically re-added if they were removed before archiving.
  • Looking ahead: This behavior may be updated in a future release so the portal can automatically reactivate when a project is re-opened.