Client portals and planning
Open an event's Client Portal tab to manage its portal. Global questionnaire templates and edit lockout are under Settings → Client Portal (/settings/portal). Music, timeline, and upsell templates have separate settings pages linked from there. A music planner link is not necessarily a full event portal link.
Music search and clean-only songs
Use the event's Music tab to review planner sections and the existing client planner link. Spotify powers catalog search; the planner is a preparation list, not DJ playback software. Clean-only restrictions belong to the planner's policy. A search failure does not prove the client's internet is broken. Ask whether search, retry, or playlist import failed and collect the non-secret message. Never tell the user to bypass clean-only rules or provide a Spotify access token.
Lockout and portal links
Global and per-event edit lockouts can restrict client changes near an event. The actual page message and event settings determine whether editing is permitted. Tokenized portal, signing, planner, and payment links can grant access to private records: do not request full private links or publish them in support answers. Use an event number or non-sensitive page path instead.
Safe troubleshooting
First identify the page, intended action, and observed result. Prefer a specific next step over a generic list. Protect unsaved event fields and message drafts before reloads, navigation, or sign-out. Do not ask users to clear all browser data as a first step. Distinguish an empty state, permission restriction, configuration problem, and actual error. A report ID helps the team correlate failures, but an old similar ticket does not prove the current issue has the same cause or is fixed.
Support escalation
Support chat can explain features, retrieve product help and limited account context, look up permitted support reports, and file a support ticket. It cannot deploy fixes, change records, collect payments, reset credentials, or grant permissions. Ask before filing a ticket unless the user has already requested one. Include concise reproduction steps and expected versus actual behavior. Only claim a report was saved after a successful tool result, and distinguish saved reports from failed notification delivery.