Skip to content
  • There are no suggestions because the search field is empty.

Customer Portal: Profile Photos

This article describes how Clarity users manage profile photos uploaded by client users of the Customer Portal.

This article is part of the February 2026 Features Update. The functionality described in the article will be available on training sites on January 27, 2026, and on live sites on February 10, 2026.

This article is for the current interface. For the new Clarity interface article, please click this link.

Overview

Client users of the Customer Portal can add and update their own profile photo. If the client user updates their photo, it will be visible in both the Customer Portal and their profile in Clarity.

This article includes the following sections:

Customer Portal Settings

In Settings > Customer Portal, the Client initiated upload setting has been repurposed to determine  whether or not clients can upload items. The Client initiated upload setting  is available instance-wide only; it is not available in CoC Override settings.

Customer Portal_Client Profile Settings

If Client initiated upload is enabled, two sub-settings appear underneath:

  •  Document upload 
  •  Profile photo upload 
    • When this setting is enabled, client users can upload profile photos via the Customer Portal.
    • The Profile photo upload field is OFF by default but editable. 

When Profile photo upload is ON, a Photos require approval toggle sub-setting appears.

  • If this is enabled, Clarity users will be prompted to approve or deny photos uploaded by the client user.

Changes to the Client initiated upload sub-settings are logged in the Customer Portal settings audit log.

Photo Upload Requirements

When Profile photo is ON, a Custom Text for Profile Photo Upload Requirements textbox field is available.

  • The textbox appears beneath the Photos require approval field.
  • If there is no text in the textbox, then no custom text appears on the Upload New Photo pop-up that the client user sees in the Customer Portal.
  • If there is text in the textbox, then the custom text appears on the Upload New Photo pop-up that the client user sees in the Customer Portal.
    • The custom text appears below the "Accepted file types: png, gif, jpg, jpeg" text in the pop-up.
    • There is no character limit.

System Administrators can add customized requirements for the types of photos they allow client users to upload.

Clarity User Experience

When a Customer Portal client user uploads a profile photo in the Customer Portal, a message and email is sent to the client’s Care Team members in Clarity. The body of the message depends on the Photos require approval setting detailed in this article.

Care Team Notification (Clarity Inbox)

When a Customer Portal client user uploads a profile photo in the Customer Portal, a secure message is sent to the client's Care team members' Clarity inbox. 

If the Photos require approval setting is OFF, the message reads:

  • “Hello [user first and last name],

    Client [UID] uploaded a profile photo in the Portal. Please follow this link to view the photo.

    Thanks,

    Clarity Human Services Team” 

If the Photos require approval setting is ON, the message reads:

  • “Hello [user first and last name],

    Client [UID] uploaded a profile photo in the Portal. Please follow this link to view and approve the photo.

    Thanks,

    Clarity Human Services Team”

Additional details:

  • [UID] in the message is a link that directs the Clarity user to the client’s profile in Clarity.
  • “This link” in the message is a link that directs the Clarity user to the page where they can review and either approve or deny the client’s profile photo. 
    • The page to review the photo includes the photo guidelines from the setting Custom Text for Profile Photo Upload Requirements. If there is no text in this field, this section will not show.

Care Team Notification (Email)

When a Customer Portal client user uploads a profile photo in the Customer Portal, a message is sent to the client’s Care Team members by regular email. The subject line for the email is "Information from Customer Portal" and the body of the email depends on the Photos require approval setting.

If the Photos require approval setting is OFF, the body of the email reads:

  • “Hello [user first and last name],

    Client [UID] uploaded a profile photo in the Portal.

    Please follow this link to view the photo.

    Thanks,

    Clarity Human Services Team”

If the Photos require approval is ON, the message reads:

  • “Hello [user first and last name],

    Client [UID] uploaded a profile photo in the Portal. Please follow this link to view and approve the photo.

    Thanks,

    Clarity Human Services Team”

Additional details:

  • [UID] in the message is a link that directs the Clarity user to the client’s profile in Clarity.
  • “This link” in the message is a link that directs the Clarity user to the page where they can review and either approve or deny the client’s profile photo.

Client Profile Notification/Banner

When a Customer Portal client user uploads a profile photo in the Customer Portal and that photo needs to be approved or denied, a banner is visible at the top of the client’s profile in Clarity that reads: “This client has uploaded a profile photo in the Portal. Please review the photo and approve or deny it.”

  • Only users with permissions to review uploaded photos see this banner. The access right for approving or denying photos is Customer Portal Client Management.
  • If the "Missing ROI" banner is present on the client’s profile, then the photo banner appears below.
  • If the user does not have the ability to view and edit a client’s profile, then they will not see the banner.
  • If a System Administrator disables the Profile photo upload setting after the client user has submitted a photo in the Customer Portal (and before a Clarity user has had a chance to review and either approve or deny the photo), the banner disappears.
    • If the Profile photo upload setting is later enabled again, the banner reappears and the photo is available for review and approval/denial.

When the user clicks the banner, they are taken to a View Profile Picture page that displays the photo uploaded by the client user to the Customer Portal, along with "Approve Photo" and "Deny Photo" buttons. When the user clicks Approve Photo, the system updates the client’s profile in Clarity and in the Customer Portal. 

When the photo is approved or denied, a notification is sent to the client in the Customer Portal as well as via sms/email (depending on the client’s notification settings) with this update.

Photo Approved or Denied Notification

A message is sent in Clarity to the client’s Care Team members letting them know the client’s profile photo has been approved.

  • The message reads:
    “Hello [user first and last name],
    This client [UID] uploaded profile photo has been approved.
    Thanks,
    Clarity Human Services Team”
    • The [UID] in the message is a link that directs the Clarity user to the client’s profile in Clarity where they can see the uploaded photo.

A message is sent by regular email to the client’s Care Team members letting them know the client’s profile photo has been approved.

  • The subject line for the email is "Information from Customer Portal."
  • The body of the email reads:
    “Hello [user first and last name],
    This client [UID] uploaded profile photo has been approved.
    Thanks,
    Clarity Human Services Team”
  • The [UID] field in the message is a link that directs the Clarity user to the client’s profile in Clarity where they can see the photo.

When a Clarity user clicks on "Deny Photo," the photo is not uploaded to the client’s profile in Clarity or the Customer Portal. A pop-up appears with a text box so the user can provide a reason for denying the photo.

A notification is sent to the client in the Customer Portal as well as via sms/email (depending on the client’s notification settings), letting them know their profile photo has been denied.

A message is sent in Clarity to the client’s Care Team members, letting them know the client’s profile photo has been denied.

  • The message reads:
    “Hello [user first and last name],
    This client [UID] uploaded profile photo has been denied. 

    [text of the reason]

    Thanks,

    Clarity Human Services Team”

    • The [UID] field in the message is a link that directs the Clarity user to the client’s profile in Clarity.

A message is sent by regular email to the client’s Care Team members letting them know the client’s profile photo has been denied.

  • The subject line for the email is "Information from Customer Portal."
  • The body of the email reads
    “Hello [user first and last name],
    This client [UID] uploaded profile photo has been denied. [text of the reason]
    Thanks,
    Clarity Human Services Team”
    • The [UID] field in the message is a link that directs the Clarity user to the client’s profile.

Client User Experience

When Client initiated profile photo is ON in Settings > Customer Portal, the Customer Portal client user can upload their own profile photo. When the client user accesses their profile in the Customer Portal and they hover over (if accessing the Portal on a desktop or laptop) or tap on (if accessing the Portal on a mobile device or tablet) their existing profile photo or initials, they see a camera icon at the bottom right of the circle.

When the user clicks or taps on the camera icon, a window pops up titled “UPLOAD NEW PHOTO”

The client user can take a photo instantly with their device, or take a photo after 3 seconds.

The client user can select a photo from their device to upload as their profile photo.

  • The pop-up should include the following text, positioned below the "Choose File" button:
    • Max file size 25MB.
    • Accepted file types: png, gif, jpg, jpeg.
    • If there is custom text created in Customer Portal settings, that text appears below the "Accepted file types: png, gif, jpg, jpeg" text.
    • The photo guidelines populate from the setting Custom Text for Profile Photo Upload Requirements. If no text is added to this setting, this section will not appear.

When the client user has taken a picture or uploaded a photo from their device and they click Submit, the photo is submitted for approval by a Clarity user. 

  • The pop-up disappears, and the client user is directed to their profile in the Customer Portal.
  • If the user takes a photo or selects a file from their device and they click Cancel, the photo is not set as their profile photo in the Customer Portal or in Clarity.
    • The pop-up disappears, and the client user is directed to their profile in the Portal.

When a Customer Portal client user uploads a profile photo in the Customer Portal, and the Photos require approval setting is ON, there is a yellow-orange banner on their profile, just below their name, that reads “Your profile photo is pending approval. You will receive a notification about the status of the photo.”

The uploaded profile photo will not be visible on the client’s profile until it has been approved.

  • The banner will remain visible until the photo has either been approved or denied by a Clarity user.
  • If a System Administrator disables the Client initiated profile photo setting after the client user has submitted a photo in the Customer Portal (and before a Clarity user has had a chance to review and either approve or deny the photo), the banner will disappear.
    • If the Client initiated profile photo setting is later enabled, the banner will reappear.

When a Clarity user clicks Approve Photo, a notification is sent to the client in the Customer Portal as well as via sms/email (depending on the client’s notification settings) letting them know their profile photo has been approved.

  • The notification in the Customer Portal reads “Your profile photo has been approved. Click here to view the photo.”
    • When the client clicks on the notification, they are directed to their profile page in the Customer Portal.
  • The sms message (if the client has SMS Notifications enabled in Profile > Notification Settings) reads:
    ”Your profile photo has been approved. Log in to [portal URL] to view the photo.
    You can change your email and/or text message notification settings at any time by logging in via the link above and editing your profile settings.”
    • When the client taps on the portal URL in the message, they are taken to the portal login page, and after they log in, they are directed to their profile page.
  • The email (if the client has Email Notifications enabled in Profile>Notification Settings) reads:
    “Hello [Client Name],
    Your profile photo has been approved and is now visible on your profile.
    Log in here to check it out.
    You can change your email and/or text message notification settings at any time by logging in via the link above and editing your profile settings. Thanks,
    Clarity Human Services Team”
    • The subject line for the email will  be “Profile Photo Update.”
    • When the client clicks or taps on "Log in here," they are directed to the portal login page, and after they log in they are directed to their profile page.

When a Clarity user clicks Deny Photo, the photo is not uploaded to the client’s profile in Clarity or the Customer Portal. A notification is sent to the client user in the Customer Portal as well as via sms/email (depending on the client’s notification settings), letting them know their profile photo has been denied.

  • The notification in the Customer Portal reads “Your profile photo has been denied. Click here to upload a different photo. Reason provided: [text].”
  • When the client clicks on the notification, they are directed to their profile page in the Customer Portal.
  • The sms message (if the client has SMS Notifications enabled in Profile>Notification Settings) reads:
    ”Your profile photo has been denied. Log in to [portal URL] to upload a different photo. Reason provided: [text]
    You can change your email and/or text message notification settings at any time by logging in via the link above and editing your profile settings.”

When the client taps on the portal URL in the message, they are directed to the portal login page, and after they log in they are directed to their profile page.

The email (if the client has Email Notifications enabled in Profile>Notification Settings) will be sent.

  • The subject line for the email will be “Profile Photo Update.” 
  • The email will read: 

  • “Hello [Client Name], 

    Your profile photo has been denied. Log in here to upload a different photo. Reason provided: [text from user written at denial]

    You can change your email and/or text message notification settings at any time by logging in via the link above and editing your profile settings. 

    Thanks,

    Clarity Human Services Team”

    • When the client clicks or taps on "Log in here," they are directed to the Portal login page, and after they log in they are directed to their profile page.

Audit Log

When a client user uploads a photo to their profile in the Customer Portal and the image is approved, an entry is added to the profile audit log.

  • The audit log entry shows the date and time the image was added, as well as an indicator that the photo was uploaded via the Customer Portal, so it can be distinguished from photos added to a client’s profile in Clarity.

When a client user uploads a photo to their profile in the Customer Portal and the image is denied, an entry is added to the profile audit log.

  • The audit log entry shows the date and time the image was denied, as well as the reason the photo was denied; the photo is not stored.


Published: 01/20/2026