When a client needs access to the payment portal itself we can initiate the communication with Nexio directly on their website. 

-We will log in and use contact support through them. 

-a template type of message: 

Our client at (CLIENT NAME & customer ID # found on Nexio) is requesting access to the payment portal so they can view payments being processed. Is this something someone can help assist with? Our clients contact email is (XXXXXX) and the managers name is (XXXXXX).

-Then the follow up response will go to our [email protected] email you should track for. They have in past responded they will be sending a link to the email for the client directly. If so follow up with our client and make sure they were able to get access.