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Client Portal FAQ

Client Portal FAQ

What is the HCG Client Portal?

The HCG Client Portal is a File Sharing platform that allows us to securely send documents and files to you without worrying about limitations on mailbox size.
You can also transfer files and documents to us securely and instantaneously. It enables secure, reliable online document exchange with support for digital signatures that makes hard copy printing an option, not a requirement.

How Does the HCG Client Portal Work?

Document is received at HCG Office on your behalf or prepared by us
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Document is scanned and filed electronically with your records at HCG Office
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HCG uploads document to your
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Secure Client Portal
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You receive a notification e-mail advising that you have a new document from HCG
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Click on the link in the e-mail to access your document

Is the HCG Client Portal Secure?

Yes, our portal hosts your files using high performance, fault tolerant servers replicated across multiple, widely separated, world class data centres to ensure the best possible physical protection of data.

How do I setup access to the HCG Client Portal?

To get setup access to the HCG Client Portal, you just need to contact our office and we will have a Welcome Email sent to you that will contain details on how to create your access.

How do I use the HCG Client Portal?

You can see a complete User Guide of the HCG Client Portal here.

How do I Login to the HCG Client Portal?

You can access the HCG Client Portal here.

You login by entering your login code and password.

I forgot my password

If you have forgotten your password, follow the below steps:

  • Go to the HCG Client Portal Login site
  • Enter your login code
  • Click the forgotten password symbol ForgottenPassword, which looks like a key with a question mark
  • A pop-up box will appear asking you to confirm your identity by asking for the email address your account is linked to. Enter your email address and click “Submit”. If you are unsure which email address is linked with your HCG Client Portal account you can contact our office and we will be able to advise you.
  • A pop-up will appear notifying you a reset password link has been emailed to you, click “OK”
  • Retrieve the email that was sent to you, click the link inside. You will directed to input your new password and click “Login”
I forgot my login code

If you have forgotten your login code, just call our office and we will be able to advise you what it is currently set as.

I have received multiple welcome emails

If you have received multiple ‘welcome emails’ from the system it is best to contact our office so we can look into your particular case and fix this for you.

I forgot my Signature Pin, what do I do?

You can change your signature pin at any point by following the below instructions:

  • Login to your HCG Client Portal account
  • Click on “My Details”
  • Select the “My Id” tab
  • In the Pin field, enter your new pin
  • In the Confirm Pin field, enter your new pin again
  • Make sure the “I give consent….” is ticked
  • Click the “Apply” button
  • A pop-up box will appear confirming your details have been updated, click “OK”
How do I setup a digital signature?

You can have your signature setup on the HCG Client Portal, so that you don’t have to print a document, scan and re-upload.

To have your signature setup, follow the below steps;

  • Sign a blank document and scan
  • Upload to the HCG Client Portal
  • We will prepare and upload your signature in the correct dimensions and format so all you need to do is follow the setup instructions we send with the prepared signature.
How do I sign a document?
  • When you open a link from a HCG Client Portal email you will be taken to the uploaded document we have sent. You should notice in the top right hand corner a button “Sign Document”
  • Once you have reviewed the document and are happy to sign, go to the area on the page that requires your signature. If more than one page within the document requires your signature just go to the first one.
  • Click the “Sign Document” button. Your signature will appear in the top left hand of the document, you can then use your mouse to position the signature to the correct area.
  • Once signature is in position click “Apply Signature” button located in the top right hand corner.
  • A pop-up box will appear.
  • Enter your pin and click “Done”

The system will automatically notify our office that your have signed this document.

If you need to sign the doucment multiple times or have your invitee also sign the document, please see “How do I sign a document multiple times?” or “How do I and my invitee sign the same document?” on how.

How do I sign a document multiple times?

Whilst you have the document open through the HCG Client Portal follow the below steps;

  • Click the “Sign Document” button located in the top right corner. Your signature will appear in the top left hand of the document, you can then use your mouse to position the signature to the correct area.
  • Once signature is in position click “Apply Signature” button located in the top right hand corner.
  • A pop-up box will appear.
  • To sign the document again, click “Sign Again”
  • You will be able to select the next page that requires signing and click “Sign Document”. This will make your signature appear again in the top left hand corner of the document, position and click “Apply Signature”
  • You can follow these steps again until all areas of the document  that require your signature are done
  • When applying your final signature to the document, enter your pin and click “Done”

The system will automatically notify our office that your have signed this document.

How do I and my invitee sign the same document?

Whilst you have the document open through the HCG Client Portal follow the below steps;

  • Click the “Sign Document” button located in the top right corner. Your signature will appear in the top left hand of the document, you can then use your mouse to position the signature to the correct area.
  • Once signature is in position click “Apply Signature” button located in the top right hand corner.
  • A pop-up box will appear.
  • To allow your invitee to sign the documet tick the “Retain for other parties to sign” box.
  • Enter your pin and click “Done”
  • A document with the same name will be created within the your Client Portal, with the difference being the end of it will have “signed”.
  • You will need to notify your Invitee to locate this document within the HCG Client Portal and apply their signature. If they are the only other one that needs to sign the document, when they are applying their signature they should NOT tick the “Retain for other parties to sign” box. This will mean once they have applied their signature HCG will be notified the document has been signed.
Icons in the HCG Client Portal

Icons are used to indicate operations you can perform. If you hover over an icon for a short time, a small message box will appear, describing the action that can be performed.

Some common icons are:

HCGClientPotal-OpenAFolder Open a folder

HCGClientPotal-Upload  Upload a document

HCGClientPotal-CreateFolder Create a new sub folder

Are there restrictions to the size of a document to be upload?

No, you can upload any size document.

What files can be uploaded to the HCG Client Portal?

Any type of document can be uploaded! Including ‘zipped’ MYOB files, image files such as PNG, JPEG as well as other document types such as Word, Excel and PDF’s.

How do I send a document to HCG?
  • Login to your HCG Client Portal account
  • Go to “My Folders”
  • Click the upload icon (HCGClientPotal-Upload), which appears as a document with a blue arrow next to it.
  • Click ‘Browse’ and locate your document on your computer.
  • Highlight the appropriate document you want to send and click ‘Open’. If needing to send another document you can select ‘Browse’ and follow the process again.
  • Once all documents have been selected, click ‘Upload’
  • The status will show a green circle with white tick when the document has been uploaded successfully, click ‘Close’
I have uploaded the wrong document, what do I do?

You can delete a document that has been uploaded incorrectly, by following the below steps.

  • Login to your HCG Client Portal account
  • Go to “My Folders”
  • Locate the document you wish to delete
  • Click on the icon of the file you would like to delete
  • A File Properties pop-up box will appear.
  • Click ‘Delete’
  • A notice will appear asking you to confirm you would like to delete the document, click ‘OK’

Alternatively, after locating the document you wish to delete, in the same line you can find and press the delete symbol (HCGClientPotal-Delete), which looks like a page with a red x in the centre. A pop-up box will appear asking you to confirm. Press ‘Ok’.

As we instantly receive notification that you have uploaded a document, if you than delete the file without us knowing we may call to confirm that this is what has occurred.

How do I HCG have sent a document?

When a document is uploaded by you, the system will automitcally send us an email advising an upload has taken place.

How do I know HCG have sent me a document?

When a document is uploaded to your HCG Client Portal account you will receive an email from the system advising you. The email will contain a link to every document that has been sent to you.

What is “My Folders”?

This is the location where all of your documents are stored (the documents that you upload to Hall Consulting Group and the documents that we upload to your account).

You are able to file and organise the documents in your folders however you like. You can set up names for folders or sub folders in the portal as best suits you. This will not impact on Hall Consulting Group’s viewing of your folders.
Your main folder will be called “To Hall Consulting Group” and will be the only one you are unable to rename.

Organising “My Folders” – How to Create a Folder
  • Login to your HCG Client Portal account
  • Click on “My Folders”
  • To create a folder click on the icon (HCGClientPotal-CreateFolder) , which looks like a folder with a blue plus sign in the middle.
  • A pop-up box will appear asking what you would like to name the folder. Enter a name and click ‘Create’
Organising “My Folders” – How to Move a Document
  • Login to your HCG Client Portal account
  • Click on “My Folders”
  • Click on the icon next to the documents name
  • A ‘File Properties’ pop-up box will appear
  • Click ‘Move to’, a large pop-up box will appear asking you to select the destination folder
  • You may have to expand your folders by clicking on the + icon next to the folder icon.
  • Once you have located the new folder location, click on the folders name.
  • The pop-up box will disappear and your document will have been moved to the new location
Organising “My Folders” – How to Move a Folder
  • Login to your HCG Client Portal account
  • Click on “My Folders”
  • Click on the icon of the folder you would like to move
  • A Folder Properties pop-up box will appear.
  • Click ‘Move to’, a large pop-up box will appear asking you to select the destination folder
  • You may have to expand your folders by clicking on the + icon next to the folder icon.
  • Once you have located the new folder location, click on the folders name.
  • The pop-up box will disappear and your folder will have been moved to the new location
Organising “My Folders” – How to Delete a Folder
  • Login to your HCG Client Portal account
  • Click on “My Folders”
  • Click on the icon of the folder you would like to delete
  • A Folder Properties pop-up box will appear.
  • Click ‘Delete’
  • A notice will appear asking you to confirm you would like to delete the folder, click ‘OK’

Alternatively, after locating the folder you wish to delete, in the same line you can find and press the delete symbol (HCGClientPotal-DeleteFolder), which looks like a page with a red x in the centre. A pop-up box will appear asking you to confirm. Press ‘Ok’.
You will not be able to delete a folder that contains documents.

Organising “My Folders” – How to Delete a Document

If you have uploaded an incorrect document, you can delete the file. As we instantly receive notification that you have uploaded a document, if you than delete the file without us knowing we may call to confirm that this is what has occurred.
In any other circumstance we discourage deleting files.

  • Login to your HCG Client Portal account
  • Click on “My Folders”
  • Click on the icon of the file you would like to delete
  • A File Properties pop-up box will appear.
  • Click ‘Delete’
  • A notice will appear asking you to confirm you would like to delete the document, click ‘OK’

Alternatively, after locating the document you wish to delete, in the same line you can find and press the delete symbol (HCGClientPotal-Delete), which looks like a page with a red x in the centre. A pop-up box will appear asking you to confirm. Press ‘Ok’.

Organising “My Folders” – How to Rename a Folder
  • Login to your HCG Client Portal account
  • Click on “My Folders”
  • Click on the icon (HCGClientPotal-Folder) of the folder you would like to rename
  • A Folder Properties pop-up box will appear. Enter the new name of the folder.
  • Click ‘Update’
May I add and remove invitees at any time I like?

Yes, you can edit your invitee list at any time.

To see who currently has access to your HCG Client Portal account follow the below steps:

  • Login to your HCG Client Portal account
  • Go to ‘My Details’
  • Select ‘Invites’ tab
  • The list that appears will show if anyone has access to your account
How can I give someone access to see my account? (adding an invitee)

You can select and control access rights for other people you need to access your portal account

  • Login to your HCG Client Portal account
  • Go to ‘My Details’
  • Select ‘Invites’ tab
  • Select ‘New Invite’ HCGClientPotal-AddNew , a pop-up box will appear
  • Enter in the details of the person you want to have access
  • Ensure a tick is within the ‘Allow Notifications’ area and ‘My Folders’
  • Click ‘Update’
  • A pop-up box will appear letting you know that the person you entered has been emailed, click ‘OK’
  • The pop-up box will disappear and the person you added will now show up in your ‘Invites’ list.

The invitee will receive an email requesting them to create a login to your account. It is a good idea to make sure the contact is aware they will be receiving the email so that they do not miss it.

How do I remove someone previously given access to my account? (removing an invitee)
  • Login to your HCG Client Portal account
  • Go to ‘My Details’
  • Select ‘Invites’ tab
  • Click the blue arrow that corresponds next to the invitee you wish to remove (HCGClientPotal-BlueArrow)
  • A pop-up box will appear with the contacts details
  • Select ‘Delete’
  • A secondary pop-up box will open asking if you are sure, click ‘OK’
  • The contact will be removed from your list and no longer have access to your folders
How do I share one of my documents on the HCG Client Portal with someone else?

If there is a document you would like someone else to view who does not have access to your account, you can elect to ‘Share’ it. This will mean they only see the document you want them to, not your entire Client Portal folders.

  • Login to your HCG Client Portal account
  • Go to ‘My Folders’
  • Locate the name of document you want to share, click on the corresponding hand holding paper icon (HCGClientPotal-Upload)
  • A pop-up box will appear and ask you to complete the contacts details, enter the details of your contact
  • Click ‘Send’
  • A secondary notification will pop-up letting you know an email as been sent to them, click ‘OK’

Your contact will be sent an email with a link to the document you have shared. They will need to create a login to view the document.

How do I change my password?

If you would like to change your password, this can be done via the “My Details” section in your login.

  • Login to your HCG Client Portal account
  • Click on “My Details”
  • Select the “Login” tab
  • Press the “Set Password” button
  • A pop-box will appear, enter your desired new password
  • Click “Apply”

Your password has now been changed.

How do I change my login code?

If you would like to change your login code, this can be done via the “My Details” section in your login.

  • Login to your HCG Client Portal account
  • Click on “My Details”
  • Select the “Login” tab
  • In the Login Code field, enter your desired new Login Code
  •  Click “Apply”
  • A pop-up box will appear to confirm the change has been made, click “OK”

Next time you login you will need to use your new Login Code to gain access to your account.

How do I add a note to an uploaded document?

You can add a note to an uploaded document if there is something you want us to be aware of in particular.

This can be to an existing document in your folders or a recently uploaded document.

  • First you need to locate the document you want to add a note to
  • On the right side after the document name, there will be a speech bubble symbol (HCGClientPotal-Bubble )
  • Click this symbol, a pop-up box will open
  • In the ‘Comment’ field, you can enter text
  • Once you are done, click ‘Add Comment’

The comment will appear above the comment field box and HCG will instantly be emailed with your comment.

Once you have finished making your note, you can click the ‘X’ in the top right.

The HCG team can also respond to your comment or send you a comment. Whenever a comment is made the Client Portal system will send an email to the opposite party to let them know a comment has been made.

Help

If at any point in time you have a question about the HCG Client Portal, or require assistance, please do not hesitate to contact our office.

Hall Consulting Group