LPL FINANCIAL New Account View FAQs July 2013
LPL FINANCIAL Account View FAQ s Frequently Asked Questions 1. Q: Will the new AV use both an email or user name to allow entry? A: Yes, they can use either an email address or create a user name. 2. Q: What will happen to https://clientportal.lpl.com when the new AccountView launches? A: Client portal is the access point for WealthVision and we have not yet been updated on the status of client portal. 3. Q: Do you have a client toll free number for both Service Center related questions and Account View support when their advisor is not available? A: While TSHD does not take direct calls from clients, there is a client line: (800)558-7567. The client can find LPL contact information at http://lplfinancial.lpl.com/contact_us.htm. The hours of operation are 8:30 am EST 7:30 pm EST. 4. Q: When would a client contact TSHD directly? A: TSHD will only assist a client with their advisor on the line. 5. Q: I am a power user and support hundreds of advisors, how can I change the contact us from my personal email to a support@dba.com? A: This is currently unavailable. The advisor can however add additional or alternate contact information under Settings page / View Contacts. 6. Q: Where is the password reset option on Account View? A: If the client is unable to login to AccountView they can click the Forgot Password link under the continue button on the main login screen. This will send an email to the client and they will need to validate their profile by antering their SSN, an account number and the ZIP code associated with that account. If the client is already in AccountView and just wants to change their password they would click the Settings link in the header bar and then My Profile. From here the client can update their password. For an advisor to send a password reset, they would search for the client profile and click the blue person link that leads to the View Client Profile and then click the Reset Password link. 7. Q: When do securities update? What are the times when this happens? When do the MFs update? A: Equities update 20 minutes behind market. Mutual Funds update overnight. The Portfolio value in the header bar will show the account value for the prior day market close. 8. Q: Do Third Party Asset Managers (TAMPS) investments show up in Account View? A: NO. They only show in Portfolio Manager. 9. Q: How soon will my linked/networked direct business accounts in BranchNet display on the new Account View? A: As soon as they show in BranchNet, they will show in AccountView. To display in the client s profile the advisor should add it. 2
10. Q: How to set up a new client on Account View? A: From the advisor s Home Page select the Create A New User link. 11. Q: How to add additional accounts to an existing profile? A: From the advisor s Home Page do a search by client/ View Client Profile/ Edit Client Profile/ Add Account 12. Q: When does Account View time out and log off user? A: To secure PII, it is set for 15 minutes. 13. Q: How do we speak to Clients? Can they be introduced and advisor drop off call? A: TSHD must have advisor on line to speak to client. Client should not be calling TSHD directly or must have the advisor on the line. A client should always start with the advisor s office. Client Line (800) 558-7567 14. Q: How do we authenticate a client if no advisor is on the call? A: No change, TSHD does not take client calls. This call should go to Client Line at (800) 558-7567 15. Q: What browsers are supported? A: Most common browsers are supported ex: Internet Explorer 8 or higher, FireFox, Google Chrome, Safari, etc. 16. Q: What Operating Systems does the new AccountView support? A: Windows XP, 7, 8 and Mac OS X. 17. Q: Are mobile devices supported? Which ones? A: Yes. All current smartphones and tablets are supported with limited views based on the types of device. 18. Q: I do not want to use the ClientPortal, can I set a client up the old way with just a username on AccountView? A: The advisor needs to create a profile in AccountView. 19. Q: Another advisor set up the client using the ClientPortal, but I do not have the ClientPortal how can I help this client? A: If they have access to the RepID they can always create a profile for the client. 20. Q: What versions of Quicken do you support? A: Quicken 2011, 2012 and 2013. 21. Q: How much information does Quicken download? Can I do inception to date? A: The first download will always be inception to date. Subsequent downloads you are able to change the date range. 22. Q: How do I set up Cost Basis on AV? A: Same as old AccountView, it must be turned on in BranchNet and then at the account level to show in AccountView. 3
23. Q: Should the values that I see on Account View match what is seen on BranchNet intraday? A: Mostly it will however the Portfolio Value in the header bar will show the account value for the prior day market close unlike Branch Net. 24. Q: How much history does Account View show? A: 2 Years 25. Q: How many paperless statements does it hold? A: Paperless statements are available back through 2009. 26. Q: If a client goes paperless today how soon will I get paperless to start? A: Cut off is the 9th of the month for it to take effect the following month. 27. Q: Can I go paperless for my client? A: NO. All clients must sign up themselves. 28. Q: The Trade Confirms screen defaults to the last 90 days, even though the system cannot search across years. A: The confirms are accessible, but the client will have to set the start or end date based on when the trade was made. Ex: Can t search a range of 12/12-1/13. 29. Q: iphone App security, will we add the 15 minute time out to this App? A: Yes, the smart phone and tablet will have the same level of security as the client website. 30. Q: What level of security if asked by advisors are we using? Is there some kind of SSL? A: The site itself is an https:// webpage. Adaptive authentication coupled with a site key for the client website and SSL 3.0. 31. Q: Are there any client-approved Account View brochure or instructions? A: Yes, these will be made available to advisors participating in Pilot, and thereafter. 32. Q: My client is not getting the emails from Account View. A: Check the spam or junk mail folder and if needed add LPL Financial noreply.myaccountviewonline@lpl.com to the safe list. 33. Q: Can a client change the username or do I have to create a new profile every time? A: Yes, username can be changed via My Profile 34. Q: My Financial Representative shows the wrong advisor, how can I change this? A: Select My Settings/ Change Preferred Advisor 35. Q: How long is the password good for, after I reset it? A: Passwords do not expire. 36. Q: Can I see the Terms of Use for the client? A: Not currently. The advisor can view the Terms of Use at the bottom of the screen of their own personal account. 4
37. Q: I am trying to reset the clients Account View password but this area is grayed out. A: Hover the mouse over it and it will turn blue and click the Reset Password. 38. Q: I don t pay for Account View can you set the client up for me? A: Even if the advisor does not have Account View, the clients will be able to self-provision a login in order to see their statements and/or choose to go paperless. They would just navigate to https://myaccountviewonline.com and click the Sign Up for AccountView link. 39. Q: Why can t I remove one account from the Paperless Options area? A: This is due to it being a Combined Statement or is a Closed Account 40. Q: Why can t I change the paperless option for my spouse s account or my joint account? A: You can only change the paperless settings for accounts with the same Tax ID or SS#. In order to change this setting they would have to create their own Account View Profile. 41. Q: Does the New Account View allow client to move money, i.e. from Checking to Brokerage/Advisory, request checks/ach, etc.? A: No 42. Q: Will clients still receive email notifications when their Quarterly, Monthly or Confirm statements are available on Account View? A: Yes 43. Q: Are we able to choose the order of the columns displayed on any of the tabs in the Transactions or Statements sections? A: The only section that has customizable column orders is My View. Within My View the Positions tab only has this feature, excluding the first three columns. Nickname Symbol/CUSIP Value ($) cannot be moved, only sorted. If the client wishes to move the order of the columns, they would need to export the data to a.cvs or Excel file and rearrange the columns from there. 44. Q: Are we able to turn the paperless settings on/off for clients? A: Home Office Users are able to go in and change the setting so the clients will be sent a paper statement once again. However, ONLY the client is able to change the settings to stop receiving paper statements. 45. Q: Are my clients who live in foreign countries able to access Account View? A: Currently, the zip code field in BranchNet does not properly populate on foreign accounts. If a client tries to activate the profile when entering in the zip code information, the system will error out and not allow a profile creation. The work around is the advisors will need to contact the Account View hotline at 888-920-2309 during the pilot in order for us to attempt individual profile creation for the clients. After the national release, the advisor will call TSHD and select the Account View prompt. 5