Darren's avatar
Darren
Curious Observer
2 years ago

Client portal

What is the most user friendly client portal?
client engagement
sarah.burke38's avatar
sarah.burke38
Active Interactor
8 months ago

Hi All,

We are currently using the Xplan Portal however a few clients seem to have trouble with it. i.e. Password emails not being received, not seeing fields to complete  etc. Is there  some sort of FAQ for client issues as  we seem to keep having problems with this. 

Thanks 

Sarah

jessica.lamb's avatar
jessica.lamb
Icon for Advisely Partner rankAdvisely Partner
8 months ago

Hi Sarah

We have seen issues with emails not being recieved by the user when signing in and using 2FA. This is typically a result of the users email provider blocking the email thinking it is spam. Depending on the email provider, you might recommend to the client to use the SMS option instead. 

In relation to you sending the client their password via Email - make sure you have added the XPLAN SPF records to your server. This is cruital when using XPLAN to email your client. Here is a link to IRESS Community for more information in SPF records. https://community.iress.com/t5/Help-Guide-Xplan/Comprehensive-guide-Managing-SPF-DKIM-and-email-delivery-issues/ta-p/68938

Personally, I have not seen any issues with fields not displaying for the client to complete. It might be a browser issue if you cannot replicate this. You might encorouge your client to use an incognito window which should resolve the problem. 

For all of the above, when you have an issue with Client Portal around the usability and function, if there are any anomolies we always recommend that you first try and replicate this via a test login, then via the Clients Login, take screen shots and report to XPLAN Support your findings. I have found the Client Portal Team are very responsive to raised items and if the issue is within the Portal Framwork (i.e. Not a Browser or Email Server issue outside their control) they will do their best to find a speedy solution. 

  • sarah.burke38's avatar
    sarah.burke38
    Active Interactor
    8 months ago

    Thank you Jessica,

    We have investigated the spam issue previously and rectified an issue with the security certificate rotation. It seems strange that now the clients are receiving the first email we send and then the second email is blocked, I will review the article in your link. We have been unable to replicate the issues they now are experiencing in testing/dummy clients.

    There was one field that was not visible to a client unless you hovered over it, this has been rectified after time spent testing. We are just trying to make sure we have a good new client experience, and these hiccups have been a bit embarrassing.  We have done a lot of testing trying to rectify the issues

    Thank you

    • leah.saunders's avatar
      leah.saunders
      Icon for Xplan Expert rankXplan Expert
      8 months ago

      Hi Sarah,

      We are glad to see that you have resolved your issue.  The portal team are also there if you need some help. I hope your clients love it!

      Good luck

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