Prepare portal access, send the Fact Find instructions and review the client’s saved information.
Before you start
Confirm the primary client and partner records, names and individual email addresses.
Use your own authorised adviser account and only the client records you are allowed to manage.
Follow your practice’s approved secure process for issuing login details; keep passwords out of screenshots and ordinary lesson examples.
1. Find the portal record
From the dashboard’s left menu, select Client portal. Search for the client and use the adviser or status filters if needed. Select Show Login to open Portal Login. Finley checks whether an account exists for the recorded email. Check the separate Client and Partner cards carefully.
From the Left hand menu, select the ‘Client Portal’ icon.
2. Prepare access if needed
If the card says no login account exists, use Create Login Account only after confirming the person’s email and record. On successful creation the card shows the Login URL, Login email and a generated Temporary password. Provide access details using your practice’s approved secure channel. Existing accounts offer Reset Password; reserve that action for an intended reset because it changes the client’s credential. Creating an account does not demonstrate that an invitation email was delivered.
3. Send the Fact Find instructions
Open the client workspace’s Fact Find page and select Send to client. In Preview email to client, verify the displayed recipient, Subject, Email body and portal link. The workflow sends to the saved primary-client email address. Select Send email when the message is ready. Keep the success or error outcome; a send confirmation does not establish that the client received or read the email. Arrange partner instructions separately through your approved process.
4. Explain how to complete the portal
Ask the client to open their own link, sign in and follow any authentication prompts shown. They should use Save details and Save health details, and the save controls in individual record forms. Next and the section menu move through the portal; do not rely on them to save those edits. In the risk questionnaire, the result stage has a separate Submit action. The client should review the information and declaration themselves before submitting it. For a household, confirm each person’s completion and declaration through your practice’s approved process; do not infer separate consent from the household status.
5. Review the information returned
In Client Portal, use the view icon, labelled View client details, to open the review screen. This is an editable client-details surface, so take care when checking it. Review each person’s details, risk responses and relevant documents. Use the download icon, labelled Download completed fact find, to request a Word copy, then inspect the document before filing or using it.
Check before you finish
Confirm the correct person’s login and email were used.
Check saved details and risk-profile results for both members of a household where applicable.
Verify the client’s declaration through your approved process rather than relying solely on a Completed badge.
Check the downloaded Fact Find and any outstanding information separately.
If something does not work
Missing email or person identifier: correct the saved profile before creating access.
Client cannot sign in: check the recorded email and intended link, then follow the displayed recovery options or contact support.
Email send fails: review the error; do not assume portal access or delivery succeeded.
Portfolio missing from the client view: that step is shown only when accounts are available, and is read-only.