Understand Their Journey. Support With Confidence.
When clients get confused, progress stalls. This guide gives you full visibility into what they see — so you can support them clearly and keep things moving without guessing.
From the moment they receive your invite to the moment they hit submit, you'll know exactly what's happening and how to help.
Starting Point: The Invite
Clients receive a branded email or text with a link to set up their account and begin their tax organizer.
What to know:
- Some clients may overlook the message or not recognize your name — encourage them to check spam or search your firm name.
- It's best if they open the link on the device they'll use to upload documents.
Pro Tip:
What to Say to a Client:
"Check your inbox or spam folder for a message from me. You can search 'SmartWiz' if needed — the link will take you straight into your account."
First-Time Setup: Creating an Account
Brand-new clients will land on a page that welcomes them to your firm's branded portal. From here, they'll create their SmartWiz login and verify their email.
What to know:
- The account creation screen includes name, email, phone number, and a password with specific requirements.
- Clients must verify their email before logging in.
- If they already created an account in a previous year, they should use the "I already have an account" option.
Pro Tip:
What to Say to a Client:
"Once you click the link, it'll ask you to create a password and verify your email. Be sure to check for a verification message before trying to log in!"
Filling Out the Organizer
Clients answer simple, step-by-step questions and upload key documents like W-2s, IDs, and other forms.
Common sticking points:
- Forgetting to upload a valid photo ID
- Skipping required questions
- Getting prompted to upload documents due to misunderstood answers
- Not knowing where certain documents should go
How to guide them:
How to guide them:
What to Say to a Client:
"Watch for red stars — those are required questions. There's also a catch-all section at the bottom if you're unsure where something goes."
"Hold your ID up to the camera with good lighting — make sure everything's readable before uploading."
Submitting Their Completed Organizer
When they're done, clients hit Submit Organizer — and it's sent directly to your dashboard.
Good to remind them:
- A confirmation message appears after submission
- They can return anytime to update or fix something
- You'll be notified automatically
Pro Tip:
What to Say to a Client:
"Once you hit submit, I'll be able to see everything on my end. If anything's missing, I'll follow up — you don't have to start over."
Smart Ways to Use the Client Portal
It's more than just uploads — here's how top pros guide their clients and keep things moving with less back-and-forth.
Give Clients a Clear Starting Point
A quick overview of the portal helps clients know where to go, what to upload, and what's next.
Send Extra Docs Anytime
Clients can upload new documents — even after they've submitted their organizer. No need to restart anything.
Add Previous Year Documents
Make it easy for clients to upload previous-year documents or returns to help with context, carryovers, and smoother prep.
Add Helpful Resources
Drop in FAQs, how-to guides, or a welcome message to answer questions before they ask.
Make Payments Simple
Clients can view invoices, check payment status, and pay directly in the portal — no separate system needed.
How Clients Contact You
Keep communication simple and centralized. Clients can reach out to you directly from their SmartWiz portal when they have questions or need help.
Try It Yourself: Experience the Client Side Firsthand
Before you onboard real clients, take a few minutes to walk through the process yourself. It's the best way to catch friction points, spot opportunities, and build confidence in what they'll see.
Here's how to test the experience:
Log in to your SmartWiz dashboard
Click "Invite Client" at the top and send the invite link to yourself
Follow the link and create a test client account using a different email — or just add "+test" to your existing email (e.g., yourname+test@gmail.com)
Complete the organizer using your own files or test documents
Take notes on anything that feels confusing or unclear — these are the same spots your clients may ask about
Pro Tip:
Record a quick screen recording or take screenshots to create a quick onboarding video or guide to share with clients ahead of time. It builds trust and makes onboarding effortless.
Want to skip creating a test client on your own account?
Click below to explore the client experience using our SmartWiz Academy test environment — no setup required.