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This page sets out how Advisor looks after your clients’ data.

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Where data is held

  • Client data, documents and reports are stored in Australia, in Sydney.
  • Stored files are encrypted at rest.
  • Ask runs in Australia. The service that writes answers does not keep or train on client data.
  • Advisor does not write file names or values read from documents to its logs.
Clients connect banks through Open Banking under Australia’s Consumer Data Right (CDR).
  • Only the client connects a bank and gives consent. Your firm never holds the consent.
  • Your firm never sees the client’s bank password.
  • Access is read-only.
  • Your firm sees the date each consent ends, shown as Shared until on the account.

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How clients stop sharing

1

Open Accounts

In their portal, the client opens Accounts.
2

Stop sharing

They select Stop sharing on the bank and confirm.
When sharing stops, or someone in your firm selects Disconnect, or the consent expires:
  • The consent is withdrawn.
  • The accounts, balances and transactions from that bank are deleted straight away.
  • The client can connect the bank again at any time.
See Money for more.

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Documents

  • Each client only sees documents their own people uploaded. Files your firm uploads stay with your firm.
  • Download links expire after a few minutes.
  • Deleting a document deletes the file and its page images.
  • Advisor refuses fields and questions that would hold a tax file number, identity document numbers, government reference numbers or medical details. See Facts.

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Who in your firm sees what

  • Every member of your firm can open every client of the firm.
  • Every member can open every settings page. Only admins can change settings, document types and facts.
  • Ask chats are private to the member who asked. Nobody else in the firm sees them.
  • An API key acts as the admin who made it. See the API reference.
  • When someone is removed from the team, the apps they connected are revoked and the API keys they made stop working. See Team.
  • A firm always keeps at least one admin.

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Client sign-in

Clients sign in to their portal without a password:
  • Invite link: works once and is valid for 14 days.
  • Emailed code: 6 digits, valid for 10 minutes. Only the newest code works, and 5 wrong tries end it.
  • An email address can ask for 5 codes an hour.
  • The sign-in page gives every address the same answer, so it never shows who is a client.
  • A signed-in person only sees the clients they belong to.
When you remove a client, their people lose access to the portal. See Clients.

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Firm sign-in

Each member signs in with their own account. In Settings > Profile, under Sign-in and security, select Manage sign-in to:
  • Change your password.
  • Change your sign-in email.
  • Turn on two-step verification.
The page shows whether two-step verification is on and when you last signed in.
Ask everyone in your firm to turn on two-step verification.