Client Portal access is not a one-time action. As relationships evolve, you may need to:
Adjust permission sets
Troubleshoot access issues
Revoke access when circumstances change
Effective administration ensures the Client Portal remains a helpful engagement tool rather than a source of confusion.
Understanding Client Portal Statuses
Each household member’s portal access falls into one of four statuses:
Inactive
No portal link has been created
Client has no portal access
Pending
Portal link has been gnerated
Client has not completed setup or accepted the household
Active
Client has created a portal account
Client has accepted the household
Portal access is fully enabled
Most access issues occur in the Pending stage.
Expired
The client portal link to set up the client account is valid for 7 days from the time it is created and has expired
A new link needs to be created
How to View and Manage Client Portal Access
Open the client’s household
Navigate to the Client Portal Administration page (Household Summary page, Edit
Review portal status for each household member on the client portal table
From here, you can take action based on the client’s status.
Common Administrative Actions
Action Options
Curved Arrow: portal access link interface.
Arrow inside box: Advisor preview mode.
"X": revoke access to member.
Pencil: edit current access (such as permission set).
Create a New Client Portal Link
Use when:
The client did not receive or lost their link that you emailed to them
The link expired before acceptance
Recreating generates a new link with the same permission set unless otherwise designated for you to email to your client. Once the client has set up their account, the invitation link is no longer needed for future logins.
Revoke the current access by clicking the 'x' icon associated with the current link.
Click the client portal access arrow icon.
Create the new link.
Copy and email the link to the client. Note: Ensure the client uses the new link within the valid 7-day time frame to avoid expiration.
Change a Permission Set
Use when:
Client engagement needs change
Moving from View Only to Suggesting Mode
Reducing access for simplicity or security
Click the pencil icon associated with the current active link.
Change the permission set.
Click update
Permission set changes take effect immediately. The next time the client logs into their account they'll experience the new permission set.
Revoke Portal Access
Use when:
Client relationship ends
Household structure changes
Access is no longer appropriate
Revoking access removes portal visibility but does not delete data.
Troubleshooting Common Advisor Issues
Client Created an Account but Sees No Household
Cause:
Household invitation was not accepted
Resolution:
Email the portal link to them again using your email system
Guide the client to accept the household after logging in
Client Cannot Log In
Cause:
Incorrect credentials or forgotten password
Client is Active but attempting to use an old invitation link to log in
Client is attempting to log into the wrong website
Resolution:
Direct the client to the standard client portal login page to reset credentials
Advise the client to use their registered credentials on the standard login page instead of the old invitation link
Best Practices for Ongoing Management
Periodically review active portal access
Align permission set with current engagement scope
Communicate changes clearly to clients
Suggest bookmarking the client portal login page for easy future access
Proactive management prevents confusion and builds trust.
Relationship to Other Client Portal Features
Administration completes the portal lifecycle:
Portal links initiate access
Permission sets define behavior
Administration maintains alignment over time
For related instructions, see:
Key Takeaway
Client Portal administration is about stewardship.
When access is reviewed and adjusted periodically, the portal remains a reliable extension of your advisory process.