Client portal help

We're moving to a new, more stable client portal with enhanced security.  

 

Here are some guides, videos and FAQs about the new portal to help you along. If you have any other queries, get in touch with your usual Evelyn Partners contact.

 

Frequently Asked Questions

Why have you changed / updated your portal?

Many of our clients have been asking us for a client portal that’s quicker, more stable and more secure. We’re really pleased to announce that we’ve been working hard to provide this behind the scenes. We’ll email you clear instructions on how to activate your new portal by 31 May 2023.

Am I going to have to re-register for the new portal?

We’ll be migrating existing client data to the new client portal. Once this is done, we’ll send you an email with step-by-step instructions on how to activate your account by 31 May 2023. The email will contain your username and a link to the new client portal, and you’ll be asked to set up a new password to allow you to log in.

Is there going to be a new web address / URL for the new portal?

Yes, the new portal URL is https://client.evelyn.com/

I was not registered on your old portal, how do I register on the new one?

Please get in touch with your usual Evelyn Partners contact so this can be arranged.

I’d like to know more information

You will receive your activation email with full details by 31 May 2023. If you don’t receive this or if you have further questions now, please get in touch with your usual Evelyn Partners contact.

Once I've registered on the new portal what will happen to my login to the old portal?

Once you have registered for the new portal you will have access to all the features on the new portal and this replaces the previous portal.

Your login to the old portal will then be discontinued.

I use both the legacy Tilney client portal and legacy Smith and Williamson client portal. What do I need to do?

It is the legacy Tilney client portal that is being updated now, with the Smith and Williamson one to follow in the future.

To log in to your legacy Tilney account: Use the new login details we sent you to access the new Evelyn Partners client portal.

To log in to your legacy Smith & Williamson account: Use the same username and password you have always used to log in to the legacy Smith and Williamson client portal.

What do the acronyms mean in the transaction descriptions?

We are currently working on improving the transactions page to provide more comprehensive transaction descriptions.

In the meantime we have created a glossary of all of these acronyms. You can find the glossary here.

How do I see the benchmarks on the performance chart?

Click on the cog at the top right of the chart. This will allow you to select from a list of up to two appropriate benchmarks set up by your adviser.

How do I see different benchmarks on the performance chart than the ones listed?

A maximum of two benchmarks are available to select from. If you would like to see different benchmarks please contact your adviser who can discuss this with you.

Why is the performance line longer than the benchmark line?

Benchmark data is always set to month end, the data for performance is set to the current date. Therefore, at some points in the month, the golden performance indicator of the chart will extend slightly further than the benchmark line.

Activating my account

What’s my username? I’ve forgotten it

If you can't remember your username, you can ask for a reminder on the client portal login screen. Click on 'Login help' and then 'Forgot username'. You will be asked to enter your email address. Enter the email address you have registered with us and we'll email you a reminder.

Note: Your username is also in the email you will have received from us with your activation information.

For more help see the "Forgotten details" guide

I’ve forgotten my password, how can it be reset?

From the login screen, click on ‘Login Help’ and then 'Create new password'.  Enter your username and we'll send you an email with instructions on how to reset your password.

For more help see the "Forgotten details" guide

I didn't get the activation email

Your activation email will be sent to you on the day of your migration, which will be before 31 May 2023.

Please check your inbox and spam / junk folders. The email will have come from service@updates.evelyn.com. If you still can't find it, get in touch with your Evelyn Partners contact and they'll be able to resend it to you.

The link in the activation email doesn't work, what should I do?

If you have difficulties with the link please copy and paste it into the address bar in your browser and see if that works. 

Please ensure that you are using a supported browser, for example the two most recent versions of Chrome, Edge and Safari, or the most recent version of Firefox.

This is assuming you have the standard settings on your browser / device for things like cookies, cache and privacy.

If you're still having trouble, please get in touch with your usual Evelyn Partners contact.

Messaging

How do I know if I have received a new message?

You will receive an email notification letting you know that we have sent you a new message. This will be sent to the email address you have registered with us.

When you log into the portal, you will also see that the “bell” icon at the top of the page has a little red number next to it. This signifies the number of new messages you have.

Can I send a message to more than one of my advisers at a time?

You can only select one adviser to send your message to at a time.

However, all of your assigned Evelyn Partners advisers will receive a notification that you have sent a new message and will be able to access it if they need to. This will ensure that we do not miss your message.

How secure is messaging through the Evelyn Partners portal/app?

The new messaging functionality offers increased security. It uses 2-step verification, which means that after entering your username and password, you have to verify who you are by email before you can log in.  In terms of privacy, the only people who can see your messages are the Evelyn Partners colleagues who are supporting your account.

Additional technical detail

For those interested, secure messaging uses TLS 1.3 encryption, infrastructure security & SOC2 compliance audits, as well as regular system penetration tests to confirm your data is safe. 

Can I use my mobile app to send and receive messages from my advisers?

Yes. Messaging is available from the menu at the bottom of the mobile app screen.

What has happened to all the messages I sent/received in the old system?

Whilst these are not available to see in the new portal, your Evelyn Partner adviser still has access to these. Please contact your adviser for more information.

Can I send attachments?

Yes, you can send up to 10 attachments per message. File types permitted are CSV, XLS, XLSX, DOC, DOCX, PDF, JPG, PNG, BMP

What will happen to my message if my adviser is on holiday?

All of your assigned Evelyn Partners contacts will receive a notification that you have sent a new message and will be able to access it and respond to it.

I am having an issue with messaging and need some help.

If you are having any issues with messaging and cannot find the answer in our FAQs or help guides [link], please call us on 020 7189 9950

Who can I send a message to in the portal/app?

You can send a message to any of your allocated Evelyn Partners advisers i.e. your Investment Manager/Financial Planner/Administrator. When you compose a message, your allocated Evelyn Partner advisers will be listed as contacts in the drop down list and you can choose which one to contact.

Can I send dealing requests via the Messaging function in the portal?

If you send through any dealing requests via Messaging, please follow this up with a phone call to your Evelyn Partners contact to make sure it has been picked up and actioned.

My Financial Planner is the Client Relationship Team and I cannot see them as a contact in Messaging to send a message to.

Please send the message to your listed Administrator who will be able to help or re-direct your message to the appropriate Financial Planner.

Mobile App

Can I use biometric login on the app?

Clients with Apple devices (e.g. iPhone) will be able to use face ID or touch ID biometrics depending on their device.

Clients with other devices (devices using the Android operating system e.g. Samsung) will be able to use touch ID biometrics.

Is there going to be a new web address / URL for the new intermediary portal?

Yes, the new portal URL is  https://intermediaries.evelyn.com

I have the Evelyn Partners app already - what should I do?

Clients with Android devices e.g., a Samsung Galaxy,

If your device isn’t set to automatically download app updates can update their existing Evelyn Partners app to the latest version to get the new app.

Clients with Apple devices e.g., an iPhone

Please delete your existing Evelyn Partners app, search for Evelyn Partners Mobile in the app store and then install the new app.

Can I just keep using the old app?

The old app no longer works. The new app is quicker and allows us to add more features and enhance your experience. Please download the new app.

I don’t know my username and/or password?

Your username and password are the same as those you use to log into the Client Portal on a laptop, or desktop.

If you have not yet activated on the new client portal, please do this before you register on your mobile device.  

Please check your email inbox (including spam/junk folders) for an email from us with instructions on how to activate your account. If you can't find it, just give us a call on 020 7189 9950 and we can help.

I haven’t activated my account yet on the Client Portal, can i still download the app?

If you have not yet activated on the new client portal, please do this before you register on your mobile device.  

Please check your email inbox (including spam/junk folders) for an email from us with instructions on how to activate your account. If you can't find it, just give us a call on 020 7189 9950 and we can help.

I can’t find my verification code?

Your verification code will be sent to the email address you have registered with us.  It’s the same email address that you will be able to see in your Client Portal.


Please check your email inbox (including spam/junk folders) for the email with your verification code. If you can't find it, just give us a call on 020 7189 9950 and we can help. 


Note that your verification code is only valid for 5 mins.  If your code has expired, please click on the “Resend my activation code” link in the mobile app.

Why can’t I get my verification code in an SMS / text message?

We are aware the SMS feature is something that many clients really value. Whilst this isn’t currently available in the new client portal, it is coming soon.

Can I use biometrics (Face ID /fingerprint ID) login on the app?

Clients with Apple devices (e.g. an iPhone) will be able to use face ID or fingerprint ID depending on their device.

Clients with other devices (devices using the Android operating system e.g. Samsung) will be able to use fingerprint ID.

Why do I need a passcode?

To keep your account secure, you need a passcode to log into the mobile app as an alternative to face ID or fingerprint ID.

My face ID or fingerprint ID isn’t working.

If your face ID or fingerprint ID isn’t working, you can use the passcode you set up to log in instead.

Why can’t I see My Wealth on my mobile?

The My Wealth feature is currently only available on the web version of our Client Portal and needs to be accessed via a laptop/desktop or tablet.

I have a new device. How do I set this up?

If you have a new device, you will need to install and register the app on that device.  Please follow the following help pages for more details.

TIP: if you have the app set up on a device you no longer use, it is possible to de-register it by removing the device under ‘My Profile’ in the Client Portal.

My phone has been lost or stolen, what happens with 2-Step Verification?

If you can log in to the client portal on your desktop you can remove devices from the approved list. Select My Profile > Devices > then click the three dots next to the device you want to remove. If you can't log in to the website to do this, please contact your adviser who can do this on your behalf. Or you can just give us a call on 020 7189 9950 and we can help.

I don’t want to use 2-Step Verification, can it be turned off? (1)

2-Step Verification is now standard practice across the finance industry to ensure the security of the personal and financial information of clients. This is more secure that the previous login process. Please get in touch with your usual Evelyn Partners contact if you have any questions or would like further details.

Contact us

Can I still use secure messaging?

We are in the late stages of finalising our secure messaging functionality and this will be available soon after launch. In the meantime, we advise you to use email or phone to get in touch with your usual Evelyn Partners contact.

Feedback

How do I give feedback about the client portal?

We encourage feedback as we're always looking to improve your experience.  Log in to the client portal and use the feedback button on the bottom right of any page to ask questions or let us know your thoughts.

When I use the feedback box where does my feedback go?

The feedback goes to a specialist team who will assess and prioritise the feedback.

How do I raise an issue about the client portal?

Get in touch with your usual Evelyn Partners contact or use the feedback button on the site.

Landing page

What are the portfolios that I see on my homepage?

The portfolios that you see here are any investment portfolios that you hold as part of your Evelyn Partners service - and any others that you are linked to.

It won’t include things like:

  • Externally held assets (these can be found on My Wealth if you have access)

  • Investments about which we have provided one-off advice, but not ongoing advice

  • Investments held through the Bestinvest Online Investment Service

 

For more help see the "Portfolio details" guide

I can no longer see portfolios that I used to be able to see

Please get in touch with your Evelyn Partners contact to get this amended.

I have recently opened a new portfolio and cannot see this on the portal. What needs to be done?

Please get in touch with your Evelyn Partners contact to get this added.

Login

What's my username? I have forgotten it

If you can't remember your username, you can ask for a reminder on the client portal login screen.  Click 'Login help', then 'Forgotten username' and we'll email you a reminder.

Note: Your username is also in the email you will have received from us with your activation information.

For more help see the "Forgotten details" guide

How can I change my username?

Your username cannot be changed.

Does the client portal work on all devices and browsers?

The client portal website will work on the two most recent versions of Chrome, Edge and Safari. It will also work on the most recent version of Firefox. This is assuming you have the standard settings on your browser / device for things like cookies, cache and privacy.

The app will work on the two most recent major versions of iOS and Android.

For more help see the "Minimum system requirements" guide

I don't have the option to have my code for 2-Step Verification sent as a text message - only as an email. Why is this?

Currently our 2-Step Verification process will only use the email address you have registered with us.

I have a new device, how do I set this up?

To set up the client portal on a new device, access the link to the client portal on the new device, log in using your existing username and password and you will be taken through the steps for 2-Step Verification.

I don’t want to use 2-Step Verification, can it be turned off?

2-Step Verification is now standard practice across the finance industry to ensure the security of the personal and financial information of clients. This is more secure that the previous login process. Please get in touch with your usual Evelyn Partners contact if you have any questions or would like further details.

What is 2-Step Verification?

The new client portal will use additional security to ensure your personal details and information are protected. This is known as 2-Step Verification and involves a unique verification code being sent to your email address each time you log in. This method will replace the six-digit PIN code used in the previous version of the portal.

My Wealth

What is My Wealth?

My Wealth is a way of displaying your total wealth at a glance, broken down by assets, pensions and liabilities. This means that you can use your client portal as a single ‘hub’ that you can rely on to get an overview of all your assets in one place – even if you don’t hold them with us.

  • Not only does this give you the convenience of seeing all your assets in one place, but it also means that we can provide you with the best possible advice by having a complete picture of your financial situation

  • ‘Assets’ can include anything from investments, pensions, residential property, investment property, right through to any other belongings that you consider to be part of your overall wealth (so art, jewellery, wine, cars, boats, for instance)

  • And if those assets are invested in funds or shares (as opposed to just a material belonging), you can tell us the underlying securities – even if they’re held outside of Evelyn Partners – and we can then:

a) track the prices of those underlying securities within an externally held investments, which means that the overall value will be automatically updated in real time provided you just keep us updated with how many units you hold.
b) Include them in your total asset class exposure pie charts, which means you can see what your overall investment exposure is across your entire wealth.

At launch My Wealth will be read-only, with the edit functionality coming soon.

 

For more help see the "My Wealth" guide

If My Wealth has details about investments that I hold outside of Evelyn Partners, will the values always be up to date?

They will be, provided you’ve kept us up to date with how many shares or units you hold in each individual investment.

The way that works is that we receive what’s called a ‘pricing feed’ which tells us the share price of any UK-listed fund or share. So just tell us how many units you hold (and do remember to let us know whenever buy or sell any more units!) and then the price will come into the system and automatically update the total value of your investment based on the number of units that you hold.

On My Wealth can I see the investments of other people that I am linked to?

Currently My Wealth will only show your own holdings. It will not show the holdings of people, trusts or companies that you are linked to.

Portfolio

How frequently are prices updated for funds?

Prices are quoted as at the close of business, or are the latest available on the valuation date. If the valuation date falls on a non-business day, the prices quoted will be those as at the close of business on the last business day before the valuation date. Prices are obtained from a variety of sources; for specific information please contact us.

What does the estimated annual yield come from?

For most securities, the yield next to each security is based on the last 12 months’ dividends or interest payments, and then converted into a percentage based on the latest market price.
For fixed rate bonds and structured products, the yield displayed is the actual coupon paid on that security, and then converted into a percentage based on the latest market price.

Where does the asset allocation of my portfolio come from?

The asset allocation of the portfolio is based on the total asset allocation of each of the underlying assets within that portfolio. We calculate this on a ‘look-through’ basis, which is designed to give you an accurate picture of where your assets are invested – so for instance, if you hold an equity fund which is in fact made up of 80% equities, 10% bonds and 10% cash, these figures will all contribute towards your total asset allocation.

How can I see what fees I’ve paid?

You can see fees by going into a portfolio then onto ‘Transactions’ then the ‘Cash’ tab. You can filter the results to show only ‘Fees’ and pick a time period to display.

What do the acronyms mean in the transaction descriptions?

We are currently working on improving the transactions page to provide more comprehensive transaction descriptions.

In the meantime we have created a glossary of all of these acronyms. You can find the glossary here.

Profile

I cannot change my home address on the client portal. How do I do this?

For security reasons it is not possible to change your home address on the client portal. Please get in touch with your usual Evelyn Partners contact and they'll be happy to help.

Security & maintenance

Does the client portal work on all devices and browsers?

The client portal website will work on the two most recent versions of Chrome, Edge and Safari. It will also work on the most recent version of Firefox. This is assuming you have the standard settings on your browser / device for things like cookies, cache and privacy.

The app will work on the two most recent major versions of iOS and Android.

For more help see the "Minimum system requirements" guide

If I am inactive on the client portal, how long does it take to time out?

You'll be logged out after 5 minutes of inactivity  You'll see a warning message before you're logged out which will give you option to remain logged in.