This article explains what to check and how to report it when a client says the HomeBuyer portal is loading indefinitely or they cannot upload documents.
Overview
The HomeBuyer client portal allows clients to upload documents, complete their fact find, and approve credit consent. Occasionally clients report that the portal is stuck loading for an extended period across multiple devices, or that specific sections such as document upload are not responding. When this happens, advisers should gather information to help support investigate promptly.
What to Check Before Contacting Support
Confirm which section is affected. Ask the client whether the whole portal is stuck loading, or only a specific section (e.g. document upload, or the fact find section). This helps support isolate the cause.
Check for error messages. Ask the client to describe or screenshot any error message visible on screen. Error codes or reference numbers visible on screen are valuable for investigation.
Try multiple devices and browsers. Ask the client to try on a second device and a different browser. If the issue persists across two devices, it is unlikely to be a client-side cache or browser issue.
Check the portal link is correct. Ensure the client is using the HomeBuyer portal link provided to them (or the link generated from within the case), not an old saved bookmark.
How to Report to Support
If the client still cannot access the portal after the checks above, raise a support ticket. Include:
The adviser firm name and Smartr365 subdomain (e.g. yourfirm.app.smartr365.com)
The client's email address
Whether the whole portal or only a specific section is affected
Whether the issue occurs on multiple devices
Any error text, reference codes, or screenshots the client can share
Common Questions
Can the client complete other sections while document upload is investigated? Yes — if only one section is affected, the client may be able to continue with other parts of the portal while support investigates.
Will the case be delayed? Contact your Smartr365 support team with the details above and they will advise on next steps based on the specific issue found.