eMoney Tip of the Week: Customer Engagement Queues

This week addresses a topic we think about a lot in the Client Engagement department: Making sure our users receive helpful and relevant support for any issues they encounter while using our software. We offer a variety of support options for users, but today we’re going to specifically discuss the different queues that are available to you through our Customer Support hotline.

It’s tempting to just press “1” at the beginning of any numbered list of options, but keep in mind that selecting the correct queue will save you time, since a Client Engagement representative will have to transfer you into another queue if they do not specialize in the issue you’re calling about.

The list below will provide a comprehensive breakdown on each numbered option you’re presented with when you contact our Customer Support hotline.


Before we begin, please remember that we are only able to support currently licensed users of our software and we will verify your identity by asking for your username and email address you currently have on file with us. Unlicensed users and clients cannot receive support unless there is a licensed user on the line for the duration of the call.


To start, contact us by calling 1-888-362-8482. Press “1,” and then you’ll be presented with the following options:

#1. Connections

The Connections queue is for any issues you may have while attempting to connect with an outside institution or troubleshooting an already-established connection.

Examples of relevant issues:

  • You or your client are unable to find the correct institution when attempting to add a connection.
  • You have verified that the credentials you’re entering for a given account are correct and you’re attempting to link to the correct institution, but are still unable to establish a connection with that institution.
  • You are unable to update the credentials for a previously established advisor or client connection.
  • You have already put in a ticket on a broken connection and have followed the steps recommended by our Data Services team, but are still unable to resolve the issue.

#2. Password Resets

The Password Reset queue is meant to provide support for any advisor or client password, account unlocks, and RSA two-step verification issues.

Examples of relevant issues:

  • You or one of your clients is unable to reset a password.
  • Your account has been locked out after three unsuccessful log-in attempts, and you need to access your account before the 10 minute waiting period is up.
  • You need a two-factor authentication one-time access request approved.
  • You are unfamiliar with how to reset a client site password.

#3. Fact Finder

The Fact Finder queue is meant for questions relating to anything on the Facts tab of the Advisor Site.

Pro Tip: Questions relating to Advanced Planning Scenarios, What-if’s, or anything created through the Plans tab of the Advisor site should be addressed through the Planning queue by pressing “4”

Examples of relevant issues:

  • You are unsure about how to enter a currently-held client account or transfer flow between two currently-held accounts.
  • An account you’ve entered into the Fact Finder is being displayed in a way that you feel is inaccurate.
  • You are unsure how to change a particular client’s contact information.
  • You are unsure how to add a child, grandchild, parent, or other relative or contact to a particular client’s Fact Finder.

#4. Planning

The Planning queue is meant for questions relating to anything on the Plans tab of the Advisor Site.

Pro Tip: Questions relating to Data Entry, Settings, Advanced Facts, or anything created through the Facts tab of the Advisor site should be addressed through the Fact Finder queue by pressing “3”

Examples of Relevant Issues:

  • You have an alternate scenario you’d like to model but you aren’t sure about how to build it out.
  • You need a sounding board for strategic planning questions.
  • You are working with a scenario or what-if and need help interpreting the results as displayed in a Report.
  • You have questions about reports or interactive planning tools.

#5. Media Hub

The Media Hub queue is meant for questions relating to Advisor Branded Media, branding the client site, or making sure your contact information is being displayed correctly.

Examples of relevant issues:

  • You would like to set up an Advisor Branded Media subscription or would like more information on Advisor Branded Media.
  • You are unsure as to how to change the logo displayed at the beginning of Advisor Branded Media videos.
  • You are unsure as to how to change the advisor logo that displays on the client log-in page and the client website.
  • Your contact information is incorrect and you are unsure as to how to change it.

#6. Other

The “Other” queue should only be used for any issues you’re having that don’t fall into any of the categories listed above.

Jack Evans

Written By

Jack Evans is an Internal Training Specialist at eMoney Advisor. A graduate of West Chester University, Jack has never had a piña colada and prefers to avoid getting caught in the rain. That's what umbrellas are for.