Top Questions for eMoney Client Support

We aim to make it easy to find answers to all your burning questions, with a multitude of videos, user guides, interactive How-To’s and more in the eMoney Knowledge Base. To save you the trouble of searching, we consolidated the answers to some of the questions we hear most commonly below.

Need help with something else? Give us a call, send us an email, or shoot us a chat! Whether you need some help getting started, or advanced planning guidance, our top-rated Client Support Team and CFP® professionals are here to help.

How to add connections?

Add an Advisor connection in the eMoney application.

An advisor connection is a link to a financial institution that requires the advisor’s credentials to establish it. It will allow you to pull in the accounts under your management from that specific financial institution.

To add an Advisor connection, follow the steps below:

  • Go to Connections on your navigation bar.
  • Click Add Connection and select Advisor Managed.
  • Enter the institution name and select from the list of available connections.
  • There may be additional steps or paperwork to complete the connection, so ensure you read the setup instructions in their entirety.
  • Add the requested credentials.
  • Once the connection is established, you can begin to link and import accounts.

Add a client connection in the eMoney application.

While we recommend having your clients add their connections through the Client Portal, advisors do have the ability to add client connections through the Connections tab of the eMoney application.

To add a client connection, follow the steps below:

  • Go to Connections on your navigation bar.
  • Click Add Connection, select Client, and search for the desired client then click Next.
  • Enter the institution name and select the from the list of available connections.
  • Add the requested client credentials and connect their accounts.

Add a connection on the Client Portal.

After registering for the Client Portal, the next step in the client onboarding process is to add data. Clients can do this in two ways–adding manual facts, or connecting their accounts held away using Client Connections.

To add a connection, instruct clients to follow the steps below:

  • Log in to the Client Portal.
  • Click Add Account directly from the homepage or click on Organizer > Accounts > Add.
  • Select I have an online login to this account.
  • Type the name of the institution into the search bar.
  • Choose the connection from the list.
  • Enter user name and password for the institution, click Connect.

How to submit a ticket/support request if a connection is broken?

To submit a support request, navigate to the Connections page. Then, search for and select the desired connection.

Once you reach the individual Connections page, click Report a Problem under the Actions menu on the bottom-left of your screen.

You will then be prompted to select a topic and enter additional information. Your email address will automatically populate in the Send Replies To field. However, you can add additional emails as required.

How to check the status of an existing ticket?

To review any responses from the eMoney team, navigate to Connections, then click All Connections, and select Connections with Support Requests. Click the connection in question.

From the Connection Status page, click the Support tab to review any action items entered by our Data Services Support team. Add any additional information as needed to help resolve the issue. Once the issue is resolved, click Mark as Resolved.

How to add clients/accounts through an integration?

Go to ApplicationsView All Applications, and click the integration’s tile. On the integration support page, click the Manage Clients button to view the clients available through the integration.

Select the desired client and toggle the switch next to their name. You will be prompted to select whether the client already exists in eMoney.

If YES, search for the existing client and select whether or not to auto-link accounts before clicking Link Client. (Accounts will NOT automatically connect if this box is unchecked.)

If NO, review any Contact Information and choose whether or not to Auto Link Accounts. Then click Import Client. This will create a NEW client profile within eMoney.

Finally depending on your selections click Link Client or Import Client.

How to configure the client website?

Go to Help on the navigation bar and search for Client Website Setup to find our interactive guide that walks through all the available Client Site settings.

How to use reports to troubleshoot issues with data entry?

Each client is unique but there are some common best practices you can follow when troubleshooting your Reports. Check out our Troubleshooting Reports video tutorial in the Knowledge Base that walks through Cash Flow, Ledger and Income Tax Reports.

Or check out our best practice, Check Your Work with the Ledger, for tips on how to perform basic troubleshooting of your cash flow reports. You can also check out Best Practices for Ensuring Accurate Taxes for tips on troubleshooting your tax projections based on your data entry.

What reports should be used in a presentation/how to build a presentation?

There’s no one size fits all for eMoney Reports and Presentations. However, we have a number of recorded webinars available under Help > Live Training and Webinars.

Check out webinars like Mid-Year Review where we discuss how to build a consistent and comprehensive presentation template and walk through the top reports to include in your mid-year review.

Or Take Care of What Matters Most to Your Clients where we take a detailed look into the entire estate planning process within eMoney, including tips on how to model trusts and build presentations.

Why do my client’s taxes look high/low?

Check out the Advisor Education Guide Taxes Seem Wrong for tips on ensuring the accuracy of your tax projections or Best Practices for Ensuring Accurate Taxes on the eMoney Blog.

Search for tax in the eMoney Knowledge Base under Help in the eMoney application for additional resources. You can also check out ourlive training webinars and webinar recordings for tax-related training.

How to run a scenario in the Decision Center?

To add an Advanced Planning scenario to Decision Center, click Base Facts under Selected Plan to show all the available scenarios.

Select the desired scenario from the drop-down menu.

If no Advanced Planning scenarios currently exist, click Advanced next to Advanced Techniques to open the Advanced Planning tool and begin adding techniques.

For more information on the Decision Center, check out these additional resources or the eMoney Knowledge Base under Help in your eMoney application:

How do I reset my password?

Forgot your password? Click forgot your password on the eMoney login page.

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Next, enter your Username and Email address.

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Answer one of your security questions and click Continue to receive your password reset

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You’ll then be sent an email that allows you to create a new password.

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Already logged in? Go to Settings > Security.

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This page allows you to change the password you use to access the system. Enter your old and new passwords in the fields provided and click the Save button.


More questions? Give us a call at 888-362-8482 or send us an email.

Joseph Pearson

Written By

Joseph Pearson is a Client Communications Supervisor with eMoney Advisor, LLC. A three-time eMoney Wingbowl Champion, one-time Chili Cook-off Runner-up and Gold Stevie® Award-winning Front-Line Customer Service Professional of the year for 2016 - Joe is a proud father, devoted husband, and he always tries turning it off and back on again before calling IT.