First Steps
Before setting up a client, verify that client portal access is correctly set up on the account.
- Check that client portal access is switched on for the account before proceeding.
- At new business set-up, set client portal access to yes.
- For an active account, go to Roles> view account information.
- Make sure the client email address is correct before creating or re-sending a registration email.
Add new user
For a Joint Account, first search for the client you want to set up a profile for, then follow the steps below.
- Navigate to Activity and select create user.
- Save the profile.
- Once saved, a welcome email is automatically sent to the client prompting them to register with Okta.
- Once the client has registered with OKTA they will also set up Multi Factor Authentication (MFA) for added security. For guidance on setting up MFA, see the Multi-Factor Authentication guide.
Access roles
Access is set on an individual client basis, allowing you to choose the right level of information for each client.
| Role | What the Client can see |
|---|---|
| Client Basic | Valuation summary Documents |
| Client Standard | Valuation summary Documents Investments, including insights Performance |
| Client Advanced | Valuation summary Documents Investments, including insights Performance Transaction history |
Creating New User for Trust
To give a user access to a trust account, follow these steps in order:
- Open the trust account and select roles
- Select Trust servicing, then choose the relevant Trustee
- When the client's personal details page opens, select Back to summary.
- Select create user.
- Complete the Edit User screen and select save.
- Return to Roles and set Online access to yes.
Grant access to other users
Hints and Tips
| Topic | Guidance |
|---|---|
| Access denied error | Check the client is using the correct login link. |
| Updating password | Clients can update their password in the Profile area of the Client Portal through the secure Okta service. |
| Forgotten password | There is a help link on the Okta login page. There is also a facility to unlock an account after more than five unsuccessful password attempts — an email will be sent with guidance. |
| Mobile access | Client Portal is fully mobile responsive. Clients can log in using the internet browser on any device. |
| Resending registration email | Check the email address is correct and ask the client to check their SPAM/Junk folders. The registration email can be re-issued by clicking the Re-send button from within the client's user profile. |
| Confirming registration | Check for the Remove Okta Identifier function appearing in Dynamic Menu > Users and access > User Management > Find user. |
Troubleshooting client access
If your client can't log in
If your client is unable to log in, ask them to contact our Client Helpdesk on 0345 279 1001 (select the Wrap Access option). Our team can guide them through the registration process and help them regain access.
If your client hasn't received their registration email
Before requesting a new registration email, ask your client to check their junk or spam folder for an email from Aberdeen.
If the email still can't be located, you can resend the registration email:
- Go to Client Wrap Account > Activity > Edit User.
- Copy the client's email address and save it temporarily.
- Replace it with your own email address (or the adviser's email address).
- Select Send Registration Email.
- Restore the client's original email address and save the change.
- Once you receive the registration email, forward it to your client so they can complete their registration.
