Customer can't see tickets in customer portal

[PFaugier]

Hi all

It's been a couple of weeks since a customer advised she wasn't able to see tickets on her customer portal but we do not know why. We have no other customers with the same issue and don't understand why this is happening, by any chance someone has experienced this before?
This is what she sees:

Thank you in advance!

[christopher-RVO]

@PFaugier  Here are some questions to help diagnose:

Are her tickets marked as closed? 

Is she logging in to the portal with the same email address? 

Is she associated to the open tickets that are in the ticket pipeline currently?

If these helped solve what you were looking for please mark this as an accepted solution.

[PFaugier]

Thank you for your response. I've checked these requirements and they are all checked. We have updated her on our lists and reset her password once again to check if this works. We'll wait for her answer to see if this time anything changes,

I appreciate the help and the troubleshooting steps we have to check when we have any concern with a contact.

[christopher-RVO]

@PFaugier  If those options don't work then I would file a ticket with HS Support, sounds like it could be a bug. 

[PFaugier]

Sounds good, thank you very much for the help @christopher-RVO Very much appreciated!