The portal had advanced settings that you are unlikely to need to change and which are hidden from view. However, the advanced settings may be of use in problem solving and support might ask you to look in them.
Make sure you are signed in as the account holder to look at and change advanced settings.
To locate advanced settings, you need to navigate to them by manipulating the address in your browser's address bar, adding /advanced_settings just after portal.
For example, if your URL is
https://alice.relayworksmart.com/alice/portal.1
Then your advanced settings will be at
https://alice.relayworksmart.com/alice/portal/advanced_settings
(The .1 suffix in the first URL a version number, and can be ignored.)
Advanced settings lists a number of items, some of which you may need to examine.