Client portal help

Please get in touch with your usual Evelyn Partners contact so this can be arranged.

To log in to your legacy Smith & Williamson account: Use the same username and password you have always used to log in to the legacy Smith and Williamson client portal.

We are currently working on improving the transactions page to provide more comprehensive transaction descriptions.

In the meantime we have created a glossary of all of these acronyms. You can find the glossary here.

Click on the cog at the top right of the chart. This will allow you to select from a list of up to two appropriate benchmarks set up by your adviser.

A maximum of two benchmarks are available to select from. If you would like to see different benchmarks please contact your adviser who can discuss this with you.

Benchmark data is always set to month end, the data for performance is set to the current date. Therefore, at some points in the month, the golden performance indicator of the chart will extend slightly further than the benchmark line.

We’ll automatically add regulatory periodic documentation such as valuation statements and contract notes. But we can also add anything you like on an ad hoc basis, such as one-off statements, letters or application forms.

You can use secure Messaging to send documents to your Evelyn Partners contacts.

To make a webpage bigger on your tablet using the pinch gesture, follow these simple steps:

1. Open the webpage you want to zoom in on.
2. Place two fingers on the screen.
3. Pinch open by moving your fingers apart to zoom in and make the webpage bigger.
4. To zoom out and make the webpage smaller, pinch closed by bringing your fingers
   together.

We also now have an Evelyn app available for your mobile and tablet devices. You can download this on iOS and Android.

If you can't remember your username, you can ask for a reminder on the client portal login screen. Click on 'Login help' and then 'Forgot username'. You will be asked to enter your email address. Enter the email address you have registered with us and we'll email you a reminder.

Note: Your username is also in the email you will have received from us with your activation information.

For more help see the "Forgotten details" guide

If you need a password reset, please call 020 7189 9950 or email getintouch@evelyn.com. You can also get in touch with your usual Evelyn contact.

Please check your inbox and spam / junk folders. The email will have come from service@updates.evelyn.com. If you still can't find it, get in touch with your Evelyn Partners contact and they'll be able to resend it to you.

If you have difficulties with the link please copy and paste it into the address bar in your browser and see if that works.

Please ensure that you are using a supported browser, for example the two most recent versions of Chrome, Edge and Safari, or the most recent version of Firefox.

This is assuming you have the standard settings on your browser / device for things like cookies, cache and privacy.

If you're still having trouble, please get in touch with your usual Evelyn Partners contact.

You will receive an email notification letting you know that we have sent you a new message. This will be sent to the email address you have registered with us.

When you log into the portal, you will also see that the “bell” icon at the top of the page has a little red number next to it. This signifies the number of new messages you have.

You can only select one adviser to send your message to at a time.

However, all of your assigned Evelyn Partners advisers will receive a notification that you have sent a new message and will be able to access it if they need to. This will ensure that we do not miss your message.

The new messaging functionality offers increased security. It uses 2-step verification, which means that after entering your username and password, you have to verify who you are by email before you can log in.  In terms of privacy, the only people who can see your messages are the Evelyn Partners colleagues who are supporting your account.

Additional technical detail

For those interested, secure messaging uses TLS 1.3 encryption, infrastructure security & SOC2 compliance audits, as well as regular system penetration tests to confirm your data is safe. 

Yes. Messaging is available from the menu at the bottom of the mobile app screen.

Whilst these are not available to see in the new portal, your Evelyn Partner adviser still has access to these. Please contact your adviser for more information.

Yes, you can send up to 10 attachments per message. File types permitted are CSV, XLS, XLSX, DOC, DOCX, PDF, JPG, PNG, BMP

All of your assigned Evelyn Partners contacts will receive a notification that you have sent a new message and will be able to access it and respond to it.

If you are having any issues with messaging and cannot find the answer in our FAQs or help guides [link], please call us on 020 7189 9950

You can send a message to any of your allocated Evelyn Partners advisers i.e. your Investment Manager/Financial Planner/Administrator. When you compose a message, your allocated Evelyn Partner advisers will be listed as contacts in the drop down list and you can choose which one to contact.

If you send through any dealing requests via Messaging, please follow this up with a phone call to your Evelyn Partners contact to make sure it has been picked up and actioned.

Yes. We have a mobile app that is downloadable on both iOS and Android devices. Downloading our mobile app is quick and easy. Just follow these steps:

For iOS (iPhone/iPad):

• Open the App Store on your device.
• User the search bar to find our app by name.
• Tap the Download button next to our app icon.
• Once the download is complete, tap Open to launch the app.

For Android:

• Open the Google Play Store on your device.
• Use the search bar to find our app by name.
• Tap the Install button next to our app icon.
• After the installation is finished, tap Open to start using the app.

Clients with Apple devices (e.g. iPhone) will be able to use face ID or touch ID biometrics depending on their device.

Clients with other devices (devices using the Android operating system e.g. Samsung) will be able to use touch ID biometrics.

Clients with Android devices e.g., a Samsung Galaxy,

If your device isn’t set to automatically download app updates can update their existing Evelyn Partners app to the latest version to get the new app.

Clients with Apple devices e.g., an iPhone

Please delete your existing Evelyn Partners app, search for Evelyn Partners Mobile in the app store and then install the new app.

The old app no longer works. The new app is quicker and allows us to add more features and enhance your experience. Please download the new app.

Your username and password are the same as those you use to log into the Client Portal on a laptop, or desktop.

If you have not yet activated on the new client portal, please do this before you register on your mobile device.

Please check your email inbox (including spam/junk folders) for an email from us with instructions on how to activate your account. If you can't find it, just give us a call on 020 7189 9950 and we can help.

If you have not yet activated on the new client portal, please do this before you register on your mobile device.

Please check your email inbox (including spam/junk folders) for an email from us with instructions on how to activate your account. If you can't find it, just give us a call on 020 7189 9950 and we can help.

Your verification code will be sent to the email address you have registered with us.  It’s the same email address that you will be able to see in your Client Portal.

Please check your email inbox (including spam/junk folders) for the email with your verification code. If you can't find it, just give us a call on 020 7189 9950 and we can help.

Note that your verification code is only valid for 5 mins.  If your code has expired, please click on the “Resend my activation code” link in the mobile app.

We acknowledge the convenience of receiving verification codes via SMS/text message. However, we currently have no plans to implement this feature due to security and reliability concerns associated with SMS delivery. Rest assured; the available verification method is designed to ensure your account’s security.

Clients with Apple devices (e.g. an iPhone) will be able to use face ID or fingerprint ID depending on their device.

Clients with other devices (devices using the Android operating system e.g. Samsung) will be able to use fingerprint ID.

To keep your account secure, you need a passcode to log into the mobile app as an alternative to face ID or fingerprint ID.

If your face ID or fingerprint ID isn’t working, you can use the passcode you set up to log in instead.

The My Wealth feature is currently only available on the web version of our Client Portal and needs to be accessed via a laptop/desktop or tablet.

If you have a new device, you will need to install and register the app on that device.  Please follow the following help pages for more details.

TIP: if you have the app set up on a device you no longer use, it is possible to de-register it by removing the device under ‘My Profile’ in the Client Portal.

If you can log in to the client portal on your desktop you can remove devices from the approved list. Select My Profile > Devices > then click the three dots next to the device you want to remove. If you can't log in to the website to do this, please contact your adviser who can do this on your behalf. Or you can just give us a call on 020 7189 9950 and we can help.

2-Step Verification is now standard practice across the finance industry to ensure the security of the personal and financial information of clients. Please get in touch with your usual Evelyn Partners contact if you have any questions or would like further details.

We encourage feedback as we're always looking to improve your experience.  Log in to the client portal and use the feedback button on the bottom right of any page to ask questions or let us know your thoughts.

The feedback goes to a specialist team who will assess and prioritise the feedback.

Get in touch with your usual Evelyn Partners contact or use the feedback button on the site.

The portfolios that you see here are any investment portfolios that you hold as part of your Evelyn Partners service - and any others that you are linked to.

It won’t include things like:

• Externally held assets (these can be found on My Wealth if you have access)

• Investments about which we have provided one-off advice, but not ongoing advice

• Investments held through the Bestinvest Online Investment Service

For more help see the "Portfolio details" guide

Please get in touch with your Evelyn Partners contact to get this amended.

Please get in touch with your Evelyn Partners contact to get this added.

If you can't remember your username, you can ask for a reminder on the client portal login screen.  Click 'Login help', then 'Forgotten username' and we'll email you a reminder.

Note: Your username is also in the email you will have received from us with your activation information.

For more help see the "Forgotten details" guide

Your username cannot be changed.

The client portal website will work on the two most recent versions of Chrome, Edge and Safari. It will also work on the most recent version of Firefox. This is assuming you have the standard settings on your browser / device for things like cookies, cache and privacy.

The app will work on the two most recent major versions of iOS and Android.

For more help see the "Minimum system requirements" guide

No, currently our 2-step verification process will only use the email address you have registered with us.

To set up the client portal on a new device, access the link to the client portal on the new device, log in using your existing username and password and you will be taken through the steps for 2-Step Verification.

2-Step Verification is now standard practice across the finance industry to ensure the security of the personal and financial information of clients. Please get in touch with your usual Evelyn Partners contact if you have any questions or would like further details.

The new client portal will use additional security to ensure your personal details and information are protected. This is known as 2-Step Verification and involves a unique verification code being sent to your email address each time you log in.

My Wealth is a way of displaying your total wealth at a glance, broken down by assets, pensions and liabilities. This means that you can use your client portal as a single ‘hub’ that you can rely on to get an overview of all your assets in one place – even if you don’t hold them with us.

• Not only does this give you the convenience of seeing all your assets in one place, but it also means that we can provide you with the best possible advice by having a complete picture of your financial situation

• ‘Assets’ can include anything from investments, pensions, residential property, investment property, right through to any other belongings that you consider to be part of your overall wealth (so art, jewellery, wine, cars, boats, for instance)

• And if those assets are invested in funds or shares (as opposed to just a material belonging), you can tell us the underlying securities – even if they’re held outside of Evelyn Partners – and we can then:

a) track the prices of those underlying securities within an externally held investments, which means that the overall value will be automatically updated in real time provided you just keep us updated with how many units you hold.
b) Include them in your total asset class exposure pie charts, which means you can see what your overall investment exposure is across your entire wealth.

Edit functionality coming soon.

For more help see the "My Wealth" guide

They will be, provided you’ve kept us up to date with how many shares or units you hold in each individual investment.

The way that works is that we receive what’s called a ‘pricing feed’ which tells us the share price of any UK-listed fund or share. So just tell us how many units you hold (and do remember to let us know whenever buy or sell any more units!) and then the price will come into the system and automatically update the total value of your investment based on the number of units that you hold.

Currently My Wealth will only show your own holdings. It will not show the holdings of people, trusts or companies that you are linked to.

Prices are quoted as at the close of business, or are the latest available on the valuation date. If the valuation date falls on a non-business day, the prices quoted will be those as at the close of business on the last business day before the valuation date. Prices are obtained from a variety of sources; for specific information please contact us.

For most securities, the yield next to each security is based on the last 12 months’ dividends or interest payments, and then converted into a percentage based on the latest market price.
For fixed rate bonds and structured products, the yield displayed is the actual coupon paid on that security, and then converted into a percentage based on the latest market price.

The asset allocation of the portfolio is based on the total asset allocation of each of the underlying assets within that portfolio. We calculate this on a ‘look-through’ basis, which is designed to give you an accurate picture of where your assets are invested – so for instance, if you hold an equity fund which is in fact made up of 80% equities, 10% bonds and 10% cash, these figures will all contribute towards your total asset allocation.

You can see fees by going into a portfolio then onto ‘Transactions’ then the ‘Cash’ tab. You can filter the results to show only ‘Fees’ and pick a time period to display.

We are currently working on improving the transactions page to provide more comprehensive transaction descriptions.

In the meantime we have created a glossary of all of these acronyms. You can find the glossary here.

For security reasons it is not possible to change your home address on the client portal. Please get in touch with your usual Evelyn Partners contact and they'll be happy to help.

The client portal website will work on the two most recent versions of Chrome, Edge and Safari. It will also work on the most recent version of Firefox. This is assuming you have the standard settings on your browser / device for things like cookies, cache and privacy.

The app will work on the two most recent major versions of iOS and Android.

For more help see the "Minimum system requirements" guide

You'll be logged out after 5 minutes of inactivity  You'll see a warning message before you're logged out which will give you option to remain logged in.