Where do clients get stuck with custodian portals?
Advisory firms rely on custodian and account portals they do not control, and clients reach those portals at the moments that matter most: opening an account, signing a transfer of assets, setting up multi-factor authentication for the first time, linking a bank account, switching to electronic statements, or hunting for a tax form in February. A client service associate often knows the advisor-side platform well but has never seen the client's version on the client's phone. That gap turns a two-minute task into a long call, or into a client who gives up and waits for paper. GuidedView lets advisors and their staff see the client's actual screen during a phone call. The client approves sharing, pauses before logins and codes, and does every tap, so the advisor never handles credentials and the client stays in control of their own accounts.
How should staff guide a client through first login and MFA?
Multi-factor authentication setup is where clients most need a guide and where staff most need to look away. Plan the pauses before you start:
- Start on the sign-in page
Send the invitation, then have the client open the custodian's website or app. Confirm it is the real site before they type anything.
- Pause for the password
The client taps Pause, enters their username and password, and resumes when they reach the next screen.
- Choose the second factor
Watch them pick text message, an authenticator app or another option, and explain what each choice means for future logins.
- Pause for the setup code
If they choose an authenticator app, have them pause before the QR code or setup key appears. That code is the secret behind every future login code, so no one else should see it.
- Pause for backup codes
Recovery or backup codes should also be generated and saved with sharing paused.
- Confirm the result
Resume once they are signed in, and show them where the security settings live for next time.
Text message codes and other notifications may appear at the top of the shared screen. A client who is expecting a code can pause first.
Which advisor workflows fit a guided call?
| Workflow | What staff can help with | What the client keeps private |
|---|---|---|
| Account opening e-signature | Finding the signing request, reviewing each page, every signature and initial field | The signature itself if they prefer, and any identity questions |
| Transfer of assets paperwork | Locating the request and the information it needs from the old statement | Full account numbers, which they can enter while paused |
| Linking a bank account | Getting to the right screen and choosing the verification method | Bank login, routing and account numbers |
| Electronic delivery | Turning on paperless statements and confirming the email address | Usually nothing sensitive |
| Statements and tax documents | Finding the documents section and downloading the right year | Balances and holdings they would rather not show |
| Contact and beneficiary updates | Finding the form and its required fields | Personal details of beneficiaries and trusted contacts |
Why might part of a financial app look blank to staff?
Some financial apps deliberately hide content during screen capture. On Android, an app can mark a window as secure so its content is kept out of screenshots and screen sharing. On iPhone, Apple encourages banking and payments apps to detect when the screen is being captured and replace sensitive views with redacted content. When that happens, staff may see a blank or redacted area while the client sees the full screen.
That is the app protecting the client, and GuidedView cannot override it. Ask the client to describe that part of the screen, or check whether the same task is available on the custodian's website in a desktop browser.
How does GuidedView fit recordkeeping and supervision?
GuidedView does not record, archive or store sessions, so it creates no record of what a client saw or did. It is not a communications archive or a supervision system. Advisors and firms keep all of their own recordkeeping, supervision and client communication obligations, and should confirm with their compliance team whether and how screen sharing may be used before adopting it.
In practice, that means documenting the call the way your firm already requires, in your CRM or notes, and treating GuidedView only as a way to see the client's screen while you talk. It also means not using a session to collect information that your firm requires you to gather through its approved channels.
How do you keep clients safe from impersonators?
Clients are taught, correctly, to be suspicious of anyone who asks to see their screen. Make your process predictable so a scammer's request stands out: tell clients that your firm only sends a screen sharing link while you are already on a call they recognize, that you will never ask for a password or code, and that they can pause or stop at any time. The GuidedView invitation reinforces this by asking the client to share only if they are on a call with the sender right now.
Share the customer safety page in your client onboarding materials, and see our guide to protecting customer privacy during screen sharing. Each GuidedView account is $29.99 a month, billed monthly; create an account and send a test invitation to a staff phone to see the client's side.
Questions
Can staff see a client's account balances?
Only if the client shows them. Staff see whatever is on the shared screen, so a client who prefers to keep balances private can pause before opening those pages, or look at them after the session ends.
Does GuidedView archive sessions for books and records purposes?
No. GuidedView sessions are live only, and nothing is recorded or archived. If your firm needs records of client communications, keep them in the systems your firm already uses for that purpose, and ask your compliance team how screen sharing fits your policies.
Can an advisor enter information for the client?
No. GuidedView is view-only. The client types and taps everything, including signatures and account details, while staff explain each step. That keeps the advisor out of the client's credentials entirely.
Does GuidedView integrate with our custodian or CRM?
No. GuidedView has no integration with custodial platforms, CRMs or e-signature services. Because the client shares their own screen, it works with whichever portal the client is using, and your notes stay in your own systems.
Can an associate start a session and hand it to the advisor?
No. Only the person who sent an invitation can view that session, and each link works once. If the advisor needs to see the screen, the advisor sends a new invitation from their own GuidedView account.
Sources
Third-party details were checked against these pages as of November 2, 2026. Products change, so confirm current pricing and features with each vendor.