Client Portal Documents
Here is your FAQ guide to help answer any questions you may have about the new
Documents area in your client portal. If you're still unsure, or would prefer to talk to
a team member please contact us.
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Frequently Asked Questions
What is the documents area?
The Documents area is where you can upload documents securely to our team or download documents that have been shared with you.
Why do I need to verify my identity?
To protect the security of your documents, we ask you to complete a one-time verification step (Multi Factor Authentification) before you can access Documents.
You can usually receive your verification code by email or text message (SMS), if a valid mobile number is available on your account.
How does the verification code process work?
Select how you want to receive your code (email or SMS, where available) -> Enter the 6-digit code you receive -> Continue into Documents.
Important Notes:
- Codes expire after 5 minutes if needed
- If needed, you can request a new code
- You may need to wait briefly (about 60 seconds) before requesting another code
- If you enter the wrong code too many times, request a new one and try again.
Will I have to verify every time?
Usually no. On a trusted device or browser, you are generally not asked again for 30 days. You may be asked again sooner if you clear cookies
or browser data, you use a different browser or device or if your security settings require more frequent verification.
How do I upload documents?
Go to Documents -> complete the verification code process, if not already completed, select one or more files, then click upload.
Upload limits include: Maximum 50MB per file and a maximum of 60MB total per upload.
Common file types supported: Images (for example JPG, PNG, GIF, TIFF), PDF, Word (DOC, DOCX), Excel (XLS, XLSX), CSV, ZIP.
After upload: You will see a success message, our team is notified automatically to review your upload, newly uploaded files may appear as Under Review.
How do I download documents?
Go to Documents -> Find the document in your Documents -> Click Download.
Any documents you have uploaded will show and be available to download.
I cannot see any documents.
What should I do?
It may simply mean there are no documents currently shared to your account. If you expected documents and cannot see them:
- Refresh and try again.
- Confirm you are in the correct account/fund.
- Contact our Client Services team for help.
I did not receive my code.
What should I do?
Try the following: Check your spam/junk folder (for email), wait one minute and request a new code, switch delivery method (email or SMS)
if both options are available, confirm your email/mobile details with our Client Services team.
What is my upload fails?
Please check: File type is supported, Each file is under 50MB, Total selected files are under 60MB, Internet connection is stable.
If it still fails, contact our Client Services team and include: Approximate time, of upload attempt, File name(s), Any message shown on screen.
Is this secure?
Yes. Access to Documents is protected with verification and account-level access controls. Only documents associated with your account access are available to you.
Need help?
Contact Client Services on 03 8548 4800 or clientservices@hewison.com.au and mention you need help with Documents and verification code access in the Client Portal.