Overview
Your client's Client Portal experience may look different depending on the information your firm has shared and the features enabled for their Portal.
Use this article when a client has questions about what they can see, who has access, and their financial information.
Why Can My Client See Their Spouse's or Another Household Member's Information?
A Client Portal can include records for multiple members of a household.
The Owner is the person who signs in. Additional household Members can have their information displayed through the Owner's Portal.
If your client believes they're seeing information they shouldn't have access to, review the Members associated with their Client Portal.
Can Multiple Household Members Access a Client Portal?
Yes. You send the initial Client Portal invitation to one client, who becomes the Owner.
The Owner can invite additional household members to the Portal. Each invited member can have their own login.
Being part of the household does not automatically give someone Portal access. Additional household members must be invited by the Owner.
What Documents Can My Client See in a Client Portal?
A client can see only the Swivel Summary in the Documents tab of a Client Portal. It appears as Summary to the client.
No other documents are shared with clients in a Client Portal.
What Financial Information Can My Client See?
Depending on the Client Portal and features your firm has enabled, your client's financial view can include information from:
Products stored in Swivel
External holdings
Information entered by the client
The financial information available to the client depends on the records associated with their Portal.
Can My Client Edit an External Holding I Added?
No. External holdings recorded by the advisor are read-only to the client.
Clients also do not see the Account Number or Serviced By information associated with advisor-recorded external holdings.
My Client Didn't Receive Their Invitation. What Should I Do?
First, confirm the email address associated with the Portal Owner.
If the invitation is still Pending:
Go to Client Portals.
Open the client's Portal.
Select Resend Invite.
A new invitation link will be sent.
My Client Can't Sign In. What Should I Check?
From Client Portals, check the client's:
Invite Status
Access
If the invitation is Pending, resend it if needed.
If the invitation was accepted but Access is disabled, enable access when appropriate.
My Client Can See the Wrong Household Member. What Should I Do?
Review the Members associated with the Client Portal.
The Portal Owner can view supported records for Members included in their Portal.
Update the Portal membership if the wrong contact has been included.
FAQs
Can my client see an account number I entered for an external holding?
No. Account Number and Serviced By are not displayed to the client for advisor-recorded external holdings.
Can my client edit information my firm added?
Advisor-recorded external holdings are read-only to the client.
Why did my client's Portal disappear after a contact merge?
If a Portal Owner is merged into a Household record, their existing Portal may be archived and their sign-in access revoked. Review Client Portal Memberships and create a new Portal if continued access is needed.