Last updated: September 19, 2026
Troubleshooting CustomerGate 365
Start at CustomerGate Setup: a status line that is not in order usually names the cause. The table below lists common symptoms and where to look.
Symptoms and where to look
| Symptom | Where to look |
|---|---|
| No e-mails go out | CustomerGate Setup: Mail Job Status (on hold?) and E-mail Account (is there a default account?). A job queue entry with the status Error shows its message in Job Queue Entries. |
| Nobody can sign in, although the website says a code was sent | Is voaPortal published on the Web Services page? Are the lines under Permissions in order? Does Sent Email show the code? Is the portal user active? |
| Sign-in works for most customers, but not for one | Is that customer Privacy Blocked or blocked for All? |
| The website gets an error 403 on a call | The error names the missing object. Add that line to the tenant permission set by hand, and let us know so it can go into the app. Repair Permissions keeps lines that were added by hand. |
| Documents are not available, without the archive | Is Portal Documents from Reports on? Is the line Assignments in order? A report or layout of your own may read more tables than the permission set VOA CG DOCUMENTS covers. |
| Archive documents are missing | Is their category on Archive Categories, with a kind? Is Document Archive Filter in place? Choose Repair Permissions after changing the categories. |
| Cleanup errors on CustomerGate Setup | Last Cleanup Error shows the first one. Failed steps are retried the next night. |
| Requests past the retention period on the Role Center | Is the cleanup job set to Ready, and is Cleanup Disabled off? |
After copying an environment
Choose Repair Permissions again in the copy and check the lines under Permissions.
Exchange Online and SMTP
Exchange Online switches off SMTP basic authentication by default from the end of December 2026. An e-mail account on SMTP with a password then stops sending, sign-in codes included. Use another kind of e-mail account, and test a real sign-in after switching accounts.
Still stuck
Send an e-mail to info@van-oosten.nl. The Support page lists what to send along.
Related help
- CustomerGate Setup
Every setting and status line on the setup page.
- Support
How to ask for help, and what to send along.