Overview
The Accounts tab in Client Portals shows the financial accounts available to the client.
A source label on each account shows how it was added.
Clients can also search and filter their accounts in Client Portals to find specific accounts.
What Does the Source on an Account Mean?
In Client Portals, the source tells the client how an account was added:
Source | What It Means |
Your firm's name | Your firm manages the account and added it. |
Manual | The account was entered by the client. |
If your firm's name is not available, the source may show Advisor.
The source also appears when the client opens the account details.
đ Tip: If a client asks where an account came from, have them check the source shown on the account in their Client Portal.
How Can a Client Find an Account in Client Portals?
Clients can use the search field at the top of the Accounts tab in their Client Portal to search by:
Account name
Financial institution
For example, a client can search for Fidelity to find accounts associated with Fidelity.
Search does not match the account owner, category, or balance.
How Can a Client Filter Accounts in Client Portals?
Clients can select Filter in the Accounts tab to narrow the list of accounts.
They can filter by:
Account
Owner
Category
Source
When filters are active, the Filter button shows a number.
How Filters Work
Filters help narrow the accounts shown in the Accounts tab.
When a client selects more than one option within a filter, the results can match any of those options. For example, selecting two owners shows accounts belonging to either owner.
A client does not need to select every option. Leaving a filter type empty includes all accounts for that filter.
Apply or Clear Filters
Before applying filters, the Filter dialog shows the number of matching accounts and their total balance.
Apply updates the account list with the selected filters.
Cancel closes the dialog without applying the changes.
Clear all removes all selected filters.
Applied filters are remembered when the client returns to the Accounts tab.
đ Tip: If a client cannot find an account they expect to see, have them select Filter, choose Clear all, and then select Apply.
Troubleshooting
Why Hasn't My Client's Account Balance Changed?
First, check the account's source in the Client Portal:
Advisor-managed accounts update automatically.
Manual accounts added by the client do not update automatically.
Why Can't My Client Find an Account They Know Is There?
First, have the client check the Filter button.
If it shows a number, one or more filters are active. Have the client select Filter, then Clear all, and Apply.
The client can also search for the account by its name or financial institution.
Why Does the Filter Button Show a Number?
A number means that one or more filters are active.
Have the client select Filter to see which filters are selected. They can remove any filters they no longer need and select Apply.
Why Didn't the Filters Change the Account List?
Filters do not take effect until the client selects Apply.
If the client selects Cancel or closes the Filter dialog without applying the changes, the account list does not change.
Why Doesn't Search Find an Account the Client Can See?
Search matches the account name and financial institution name only.
Have the client try a shorter part of the name and check for typos.
Why Does a Shared Link Show Different Accounts for Someone Else?
That's expected. Filters only narrow the accounts that the person viewing the link already has access to. They do not give someone access to additional accounts.
Why Does the Source Say âAdvisorâ Instead of My Firm's Name?
If your firm's name is not available, the source shows Advisor.
Have the client refresh their Client Portal. If it still shows Advisor, contact support.
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