Site Access: portal users and the site portal

For a project whose owning account is on Site Control, open the project in the contractor app and tap RFIs, then open the request. Add a reply with Add comment, attach a file with Attach file, or use Close RFI when the request is resolved. If your project access or contractor identity changes while you are choosing a file or sending a reply, reopen the RFI under your current identity. Check the thread and attachments before trying again: a request already sent may have been saved even if its confirmation did not reach the app.

RFIs are a Site Control feature. Open the project's Site Info tab (under Setup if you use the New project view), find the request under RFIs and click Answer. The Answer attachment URL field accepts an external link only — an https:// address for a drawing or document hosted somewhere else, such as your client's file share. A link to a file stored in The Site Book (a site file, a plant photo or another RFI's attachment, for example) is refused with an error and the answer is not sent. That stops a reply from exposing an unrelated private file to the contractors who read the RFI. To share one of your stored files with them instead, an owner or admin adds it under Site files on the same Site Info tab, so it goes through the normal portal visibility controls.

No. RFIs are a Site Control feature: on the project's Site Info tab (under Setup if you use the New project view), Answer and Close are shown under RFIs only while a request is Open or Answered — you can add a follow-up answer to an Answered one. Once an RFI is Closed or Void, the dashboard and the contractor app both treat it as final: it cannot be answered, closed again or reopened from either. If you see "This RFI has been closed or voided" after clicking Send answer or Close, someone closed it (or the contractor did, from the app) after your page loaded — reload the page to see its current status. Your answer was not saved, so nothing half-sent is left behind. A contractor who taps Close RFI in the app on an RFI that is already closed or voided sees a message saying so, and nothing changes. If the project is linked to Procore, Procore's status takes precedence for a linked RFI: one reopened in Procore reopens here on the next sync.

No. Your contractor access stays linked to the sites you have been given access to. Opening an internal company link does not create a separate company account or give you access to company management screens. If you also need internal team access, ask the company owner or an admin to invite you to their team.

Business includes 50 active site portal users across your account (Site Control is unlimited). The Portal users section shows both counts — this project and account-wide. A worker added to a project gets a worker portal identity and counts in the active total while they have active project access, including through crew sign-off. Worker setup is designed never to stop site work: if adding a project worker crosses the included allowance, the account cap is raised automatically and the overage is recorded for a capacity conversation. Other manual additions or reactivations at a reached cap ask you to deactivate someone or contact us for an agreed limit increase. Deactivating someone frees capacity without deleting their identity or recorded sign-off and attendance history. There is currently no published per-user add-on rate.

They don't need an account — each portal user gets a personal magic link (Copy it from their row and send it). It opens their site portal with the project's details, documents, COSHH information and files.

The workspace picker shows an active-site count beside each linked Site Access identity. It includes jobs where Site Access is switched on, jobs where that worker has a current document to sign, and jobs sharing view-only COSHH information. A current sign-off-only job still counts even when the wider Site Access tools are not switched on. The count matches the sites you can open: an archived job can still count while its active grant provides Site Access or view-only COSHH information. Removed project access and deactivated portal identities stop counting.

On the worker's row in Portal users, click Rotate link (owners and admins only). This creates a new link and stops the old one working straight away, so a forwarded or bookmarked copy no longer opens the portal — and any contractor-app sign-in made with the old link is disconnected too. Then Copy the new link and send it to the worker; opening it restores their access (including re-linking the app). The worker's identity, sign-off and attendance history are kept — only the link changes. Rotate the link instead of Deactivate when you want to keep the worker but replace the link.

When your linked worker identity or project access changes, the contractor app checks your current access before showing the site details. If it switches to another worker identity automatically, it clears the previous identity's saved site information first. This also applies when an earlier identity becomes available again, so you only see information for the identity you are using now.

On projects whose owning account has Site Control, open the project in the contractor app, tap Credentials, choose My paperwork or — if you manage the contractor company — Company paperwork, select the paperwork type, then tap Upload and choose a PDF or image from your phone. If you lose connection, the app saves the upload for the next sync and shows a waiting message. Leave that queued upload to sync instead of choosing the same file again; if the file already reached the server, sync finishes attaching that saved file to the credential. If your worker identity or project access changes while you are choosing or uploading a file, you may need to reopen Credentials and choose the file again once access is restored. Uploads already saved for later can continue in the background while you remain signed in and have access.

There is no fixed expiry date, but a link that goes unused for 90 days is switched off automatically. Any use resets the clock — opening the link, signing a document, checking in at the gate (including a remembered device), acknowledging the site induction, or using the contractor app. So a worker on your site regularly is never affected; this only retires links nobody has touched for three months. If you think a link has been shared, use Rotate link to replace it straight away rather than waiting.

It was probably retired for inactivity — links unused for 90 days switch off automatically, so an old forwarded copy cannot sit valid forever. Nothing is lost: their old identity, sign-off records and attendance history are all kept and still appear in your audit pack. To bring them back, add them again in Portal users (Access tab): enter their name and company and click Add portal user, then Copy their new link and send it. A retired person does not appear in the list, so there is no row to rotate — adding them creates a fresh identity with a brand-new link, which is deliberate, because the retired link must stay dead. One thing to expect: because it is a new identity, they will be asked to sign the current RAMS again before they can check in.

Yes — under Site access managers, assign an account member to this project. They get attendance and access-request visibility for this project only; full portal-user management stays with owners and admins.

No — the Site Access management surface (portal, attendance and files) is Business and above. Worker document sign-off via the crew link works on every plan and does not require those management screens. Putting a worker on a project still creates their worker portal identity for the job and includes them in the active portal-user count while assigned.

The worker's access can be approved while attendance stays off site. The gate page keeps that approved request ready: complete the required RAMS sign-off from the worker's site portal, return to the open gate page and choose Try check in again. The continuation uses the same private request and does not upload a second CSCS card or create a duplicate access request. If delivery was interrupted, it safely retries the worker's approval email before continuing. It then checks that both the worker and their project access are still active, and a successful check-in sends the project's configured attendance notifications.