Client User Guide

1. Welcome to eTrustPortal

Welcome to eTrustPortal — your secure online portal for working with your accounting firm. This portal is your single point of contact for sharing documents, signing agreements, exchanging messages, and managing your relationship with your accountant, all in one safe and convenient place.

eTrustPortal replaces the need to email sensitive financial documents (which is never secure), drop off physical paperwork, or wait for postal correspondence. Everything happens through an encrypted, password-protected portal that only you and your accounting firm can access.

What you can do with eTrustPortal: Securely upload documents your accountant needs (tax records, bank statements, receipts, identity documents), download documents your firm shares with you, respond to document requests, sign engagement letters and other agreements electronically, send and receive secure private messages, view and track your invoices, and keep your account details and security settings up to date.

2. Getting Started

2.1 Your Invitation Email

When your accounting firm sets you up on eTrustPortal, you will receive a welcome email containing a personalised link to set your password. The link is valid for 48 hours — if it has expired, contact your firm and ask them to resend the invitation.

2.2 Setting Your Password

Click the link in your welcome email. You will be taken to a page where you can create your password. Choose a strong, unique password that you do not use on any other website. Your password must be at least 10 characters long.

2.3 Setting Up Two-Factor Authentication

After setting your password, you will be guided through setting up Two-Factor Authentication (2FA). This adds a second layer of security — even if someone discovers your password, they cannot access your portal without your phone.

You will need an authenticator app on your smartphone. Free options include:

• Google Authenticator (Android & iOS)
• Authy (Android & iOS)
• Microsoft Authenticator (Android & iOS)

Open your authenticator app, tap "+" or "Add Account", and scan the QR code shown on screen. Your app will then show a 6-digit code that changes every 30 seconds. Enter the current code to confirm setup.

2.4 Bookmarking the Portal

Once logged in, bookmark the portal URL in your browser for easy future access. Your firm may also have a direct link on their website.

3. Logging In

3.1 Standard Login

Navigate to your portal URL and enter your email address and password. Click Log In.

3.2 Two-Factor Authentication

After entering your password you will be prompted for a 6-digit code from your authenticator app. Open the app, find the eTrustPortal entry, and type in the current code. Codes refresh every 30 seconds — if the current code is about to expire, wait for the next one.

3.3 Forgotten Password

Click Forgot Password on the login page and enter your email address. You will receive a password reset email within a few minutes. The reset link is valid for 1 hour. If you do not receive the email, check your spam/junk folder, then contact your accounting firm.

3.4 Locked Out

If you enter your password incorrectly multiple times, your account may be temporarily locked. Wait 15 minutes and try again, or contact your accounting firm to unlock it immediately.

3.5 Logging Out

Always log out when finished, especially on shared or public computers. Click Log Out at the bottom of the left sidebar. Your session also expires automatically after a period of inactivity.

4. Your Dashboard

4.1 What the Dashboard Shows

Recent Documents — the most recently shared or uploaded documents. Outstanding Requests — document requests from your accountant still needing attention. Unread Messages — unread secure messages from your firm. Pending Signatures — documents awaiting your electronic signature (time-sensitive). Unpaid Invoices — outstanding invoices from your firm.

4.2 Notifications

The 🔔 bell icon in the top-right shows in-portal notifications: new document shares, message replies, signature requests, and invoice notices.

4.3 Navigation

The left sidebar lets you move between sections:

• 🏠 Dashboard — home overview
• 📁 My Documents — view all documents in your portal
• ⬆️ Upload Documents — send documents to your firm
• 📋 Document Requests — see what your firm is asking you to provide
• ✍️ Sign Documents — documents awaiting your electronic signature
• 💬 Secure Messages — private messages with your firm
• 💰 My Invoices — invoices from your firm
• ⚙️ Account & Security — manage your profile, password, and 2FA

5. My Documents

My Documents is your personal document vault — a secure library of all documents associated with your account.

5.1 What You Will Find Here

Documents you have uploaded — files you have sent to your firm through the portal: tax documents, bank statements, receipts, or anything else your accountant has requested. Documents your firm has shared with you — completed returns, financial statements, letters, and other documents your accountant has shared back with you, clearly labelled with their source.

5.2 Document Status

• Pending — uploaded by you, waiting for your firm to review
• Reviewed — your firm has opened and noted the document
• Approved — your firm has confirmed the document is satisfactory
• Rejected — your firm has indicated an issue; check the document details for the reason

5.3 Downloading a Document

Click the ⬇️ Download button in the Actions column. The file will be decrypted and downloaded to your browser's download folder. All downloads are logged for security.

5.4 Document Categories

Documents are organised into categories: Tax Documents, Financial Statements, Identity & Compliance, Contracts & Agreements, Correspondence, and Invoices & Receipts. Use the category filter to quickly find documents of a particular type.

6. Uploading Documents

6.1 How to Upload

Click ⬆️ Upload Documents in the sidebar. You can either click "Choose Files" to browse your computer or drag and drop files directly onto the upload area. You can upload multiple files at once.

6.2 Choosing a Category

Before uploading, select the appropriate category from the dropdown. If unsure, choose "Other" and your firm can reclassify if needed.

6.3 Adding a Note

Add an optional note to your upload (e.g., "These are my P60s for the last three years"). Your accountant will see this note alongside the uploaded files.

6.4 Responding to a Request

If your firm has sent you a Document Request, respond directly from the Document Requests section rather than the general upload area. This links your files directly to the request so your firm can track fulfilment automatically.

6.5 Supported File Types

PDF, DOCX, DOC, XLSX, XLS, TXT, JPEG, JPG, PNG, TIFF, BMP, CSV, ODS, and ZIP. Maximum file size is determined by your firm's plan.

7. Document Requests

Document Requests are formal requests from your accounting firm asking you to provide specific documents — the structured, tracked way your firm manages document collection.

7.1 Viewing Your Requests

Click 📋 Document Requests in the sidebar. Request statuses: Open (awaiting uploads), Partially Fulfilled (some uploaded), Fulfilled (complete), Overdue (deadline passed). Requests with 🔴 badges need immediate attention.

7.2 Responding to a Request

1. Click on the request to open its detail view
2. Read the description of what is needed for each item
3. Click Upload next to that item and select the relevant file
4. The item is checked off once uploaded — repeat for all items

7.3 Deadlines

Requests show a deadline date in red if approaching or overdue. If you cannot meet a deadline, send your firm a message via Secure Messages explaining the situation.

7.4 After Fulfilling a Request

Once all requested documents are uploaded, the request status changes to "Fulfilled" and your firm is notified automatically. You do not need to send a separate confirmation message.

8. Sign Documents

The Sign Documents section is where you complete electronic signatures on documents sent to you by your accounting firm.

8.1 What Needs Your Signature

Documents commonly sent for signature include Engagement Letters, Letters of Authority, Year-End Accounts, Tax Returns, and other formal agreements.

8.2 Signature Notification

When a document is sent for signature you will: receive an email notification, see a count badge on "Sign Documents" in the nav, and see the item in your Dashboard's pending signatures area.

8.3 How to Sign

Click ✍️ Sign Documents in the sidebar, find the document, and click Sign Now.

Internal signing (within eTrustPortal): The document is displayed for you to read. At the bottom, choose your signature method:

• ✏️ Draw — use your mouse or touchscreen
• ⌨️ Type — type your name and choose a font style
• 🖼️ Upload — upload an image of your handwritten signature

Click Apply Signature then Confirm & Submit.

DocuSign or AdobeSign: Clicking "Sign Now" opens the document in the provider's secure interface in a new tab. Follow the on-screen instructions.

8.4 Completed Signatures

Once signed, the document will no longer appear in "Sign Documents." The completed, signed copy will be available in your My Documents section.

9. Secure Messages

Your private, encrypted messaging channel with your accounting firm. Use this instead of email for any communications involving personal or financial information.

9.1 Why Use Secure Messages?

Email is not secure — messages can be intercepted, misdirected, or end up in the wrong inbox. Secure Messages keeps your communication within the encrypted portal, ensuring sensitive information (account numbers, National Insurance numbers, tax details) never travels through an unsecured channel.

9.2 Reading Messages

Click 💬 Secure Messages in the sidebar. Unread messages are shown in bold with a badge count. Click any thread to read the conversation.

9.3 Replying

Open a thread, type your reply, and click Send. Your firm's staff will be notified by email that a new reply is waiting — the email itself does not contain your message text.

9.4 Starting a New Thread

Click + New Message, give the thread a subject, and type your opening message. Keep threads focused on a single topic — if you need to discuss something new, start a new thread.

9.5 Attachments

Click the 📎 attachment icon in the message composer to attach files. Attached files are uploaded securely to the vault and visible only within the thread.

9.6 Response Times

Your firm's staff will respond during business hours. For urgent matters, contact them by phone. The portal is not suitable for urgent or time-critical communications.

10. My Invoices

10.1 Invoice Statuses

Unpaid — payment due. Partially Paid — partial payment recorded. Paid — fully settled. Overdue — due date passed with no full payment.

10.2 Viewing an Invoice

Click any invoice to see full detail: line items, amounts, notes from your firm, and payment instructions. Download a PDF copy for your records.

10.3 Making Payment

The invoice view shows your firm's payment instructions (bank transfer details, card payment link, etc.). eTrustPortal does not process payments directly — payment is made via whichever method your firm has set up.

10.4 Invoice Queries

If you have a question about an invoice, use Secure Messages to contact your firm directly.

11. Account & Security

11.1 Personal Information

Go to ⚙️ Account & Security → Profile to update your Full Name, Phone Number, and Business Name. You cannot change your email address yourself — contact your accounting firm to request this update.

11.2 Changing Your Password

Account & Security → Security → Change Password. Enter your current password, then your new password twice to confirm.

• Use at least 12 characters
• Mix uppercase, lowercase, numbers, and symbols
• Avoid words, names, or dates that relate to you
• Use a password manager (LastPass, 1Password, Bitwarden)

11.3 Managing Two-Factor Authentication

On the Security tab you can see your 2FA status. To change your authenticator app (e.g., new phone), click Reset 2FA — you'll need to verify your current 2FA code first, then scan a new QR code.

Lost your authenticator app? Contact your accounting firm. They can reset your 2FA after verifying your identity by other means.

11.4 Login History

The Security tab shows recent logins: date/time, browser/device, and IP address. Review this regularly. If you see logins you don't recognise, change your password immediately and contact your accounting firm.

12. Privacy & Security

12.1 How Your Documents Are Protected

Every document is encrypted using AES-256-GCM encryption — the same standard used by banks and government agencies. Documents are encrypted the moment they land on the server and are never stored as readable files. Each organisation has its own unique encryption key, so documents from one firm are completely isolated from another.

12.2 Who Can See Your Documents

Only you and the authorised staff at your accounting firm can access your documents. All document accesses are logged in an immutable audit trail.

12.3 Reporting Security Concerns

1. Change your password immediately
2. Reset your 2FA
3. Contact your accounting firm
4. Review your Login History (Section 11.4) and note any suspicious entries

12.4 Secure Practices

• Always log out when finished (especially on shared computers)
• Never share your password or 2FA codes with anyone — your firm will never ask for these
• Use a unique password that you don't use elsewhere
• Keep your authenticator app backed up
• Be cautious of phishing emails — the portal will never ask for your password via email

13. Getting Help

Contact Your Accounting Firm For:

• Questions about documents to upload
• What a document request means
• Your invoices or fees
• Your tax or accounting matters
• Any issue with your portal access

Contact via Secure Messages, by email, or by phone.

Common Issues

Didn't receive welcome email: Check spam/junk folder. If not there, contact your accounting firm and ask them to resend.

2FA code not working: Ensure your phone's clock is accurate (TOTP codes are time-based). Try waiting for the next code. If still failing, contact your firm to reset 2FA.

Uploaded the wrong file: Let your firm know via Secure Messages so they don't process it. They can delete the upload.

Portal not loading: Try refreshing, clearing browser cache, or using a different browser. Works best in Chrome, Firefox, Edge, and Safari (latest versions).

14. Frequently Asked Questions