Troubleshooting tips
Microsoft has blocked macros in Excel file
Microsoft has changed the default behaviour of Office applications to block macros in files downloaded from the internet or opened from an email attachment. This means that when you download an Excel file from the portal that contains macros, a red ...
What to do if your login credentials are not working
When you navigate to The Gap Portal site, you will be directed to the URL https://portal.thegapportal.com/firm. Depending on your physical location, you will either be automatically routed to our EU (UK) or AU sites. An issue may arise if you are ...
Fixing the 'Please fill in the fields marked in red' error message
When all the fields of a proposal form are filled in and you hit Next or Action, and an error message saying 'Please fill in the fields marked in red' shows, it might mean that your Payment Options under the area are not completely set up. To fix ...
Creating documents for leads when using the XPM integration
The current integration that syncs your client list from Xero Practice Manager (XPM) to The Gap Portal only includes clients, not prospects (i.e. leads). If you need to send a portal form, e.g. pre-work or a proposal, to a lead via the portal, there ...
What to do if you delete the 'click here' text in a client document
The blue hyperlinked click here text is how clients will access the online form, e.g. pre-work, feedback, etc. If this is deleted when editing the email, a link with the text 'Please click here to read and submit the document' appends to the end of ...
Transfering your Google Authenticator across to a new device
Google Authenticator has now updated, allowing their users to transfer the app across to a new device. To start, you will need your old device with your Google Authenticator codes and your new device. Download Google Authenticator on your new device. ...
Resetting your password
If you are having trouble resetting your portal password, follow the steps below: Ensure you are requesting a password reset on the correct portal site, based on your firm's location: Oceania/Asia (https://au-portal.thegapportal.com/firm) - this site ...
Fixing the 'Client with this name and email is already in your client list' error
If the below error appears when adding a new client, it means the client already exists in your portal records. If you experience this error: Use the Search feature to see if the client is in your client list. If the client doesn't appear in the ...
Fixing duplicated client profiles
Duplicate client profiles typically occur when a client is added manually but also syncs from Xero Practice Manager - when clients sync, they are matched by XPM ID number instead of their names and emails addresses. Note While it's not possible to ...
Fixing PDFs that incorrectly display blank pages
Important info If the height of a row exceeds the size of a PDF page, the PDF document will render incorrectly. It will contain numerous blank pages with some of the text will running across the page margin. To fix your document, open it from your ...
Ensuring a client has an associated email address
If you experience the below error message when emailing from the portal, your selected client is missing their email address in their Xero Practice Manager (XPM) profile. There are two ways to fix this issue: Update the client's profile in Xero ...