Overview
The first time a client signs in to their Client Portal, they go through a short setup process before they can access their financial information and other available features.
The setup process typically takes a few minutes. A progress indicator shows the client's progress, and their answers are saved as they go.
The Owner is the client who manages household members in the Client Portal. The Owner can invite additional household members to create their own login and access the Client Portal.
Not every client sees the same steps. Members appears when the Owner is setting up access to their Client Portal.
Depending on the client's situation, setup includes five to six steps:
Welcome
About you
Your accounts
Goals
Members — only when the Owner is setting up access to their Client Portal
Review
Setup Steps
Welcome
The Welcome screen confirms that the client is connected to your firm.
No information is required. The client selects Continue to begin.
About You
The About you step lets the client review information that your firm has already provided.
The client's first name and last name are required.
Depending on the information available, the client may also see:
Date of birth
Phone
Address
The client can correct information that is not accurate before continuing.
Your Accounts
The Your accounts step shows the accounts and products your firm services for the client.
The information is read-only. The client cannot add or change this information during setup.
If the client sees “No managed accounts found” but expected to see accounts, ask them to contact you.
Goals
The Goals step lets the client select financial goals that apply to them.
Examples include:
Retire comfortably
Pay down debt
Save for a home
Build an emergency fund
Leave a legacy
This step is optional. Clients can update their goals later.
Members
The Members step appears when the Owner is setting up access to their Client Portal.
The Owner can invite a spouse or other household member by email and select their relationship.
🚧 Important: Being included in household information does not give someone access to the Client Portal. The Owner must invite each additional household member to give them their own login and access.
This step is optional. The Owner can also invite household members later from Settings.
If someone was invited to join an existing household, they do not see the Members step.
Review
The Review step lets the Owner review the information they entered during setup.
The Owner selects Launch my portal to complete setup and open their Client Portal.
Can a Client Skip Setup?
If a client already has information in their Client Portal, they may see Skip setup → in the lower-left corner.
Selecting Skip setup → takes the client directly to their Client Portal. They can update their information later from Settings.
What Happens If a Client Leaves Setup?
The client's setup information is saved as they go.
If a client closes the browser or is redirected to their financial institution while connecting an account, they can return to their Client Portal and continue setup.
If information is missing when they return, have the client try again in a regular browser window. Private or incognito browsing may prevent setup information from being saved.
Troubleshooting
Why doesn't my client see the Members step?
The Members step appears when the Owner is setting up access to their Client Portal.
If the client was invited to join an existing household, they do not see the Members step.
Why can't my client continue from About you?
The client cannot continue if a required field is blank or incorrectly formatted.
Check that:
First name and last name are entered.
Date of birth uses the required format.
Phone is valid.
An error message appears below the field that needs attention.
Why couldn't the Owner invite a household member?
If the Owner sees “Couldn't invite {email}” after launching their Client Portal, the Client Portal launched successfully but the invitation did not send.
The Owner can resend the invitation later from Settings > Members.
Why did my client get sent through setup again?
If setup appears again after the client has already completed it, their browser may not have saved the setup completion.
If Skip setup → is available, the client can select it to go directly to their Client Portal. Otherwise, they can complete setup again using their pre-filled information.