Client portal

Further issues we have had are for 2FA the timeout for the tokens is 35 seconds. It often takes longer than 35 seconds for clients to receive the token and/or put it into the portal login page. They then get a generic error message that doesn't mention that it is due to a timeout error. I have raised this with IRESS multiple times but they won't budge on the 35 second timeout at this stage. So it's security, or have 100's of clients contacting us because they are getting a 2FA error logging in.

The other issue is clients trying to use the forgotten password functionality when they have never actually logged in and set up security questions, again this doesn't work but the messaging on portal to the clients doesn't tell them the reason it's not working. A forgotten password code is still sent to them but doesn't work when they try it.

Finally, the auto generated passwords often contain punctuation at the start or end of the password generated and users struggle with this. Some of our elderly clients don't know how to copy and paste and can't work out the punctuation when entering the password. There is nowhere in the settings of Xplan to define how complicated the initial password should be, should it have punctuation etc, from memory it's only strong, medium etc. This results in a lot of users saying they are getting an incorrect password issue.

These three things seem like simple changes which would drastically reduce the impact on fin planning businesses dealing with clients calling with client portal login issues but so far no movement on them.

For advisers, we have disabled username and password xplan logins for security reasons and only allow SSO, this also means advisers can't log in to the client portal as SSO has not been set up for advisers using client portal. Apparently this is not on the development list which seems a big oversight too.

On a positive note, once clients get into the client portal the functionality works well.