Below is a list of common alerts you may encounter when trying to log in:

"This is not a correct email format"

Your email address seems correct however the alert says your email is not a correct format.

How to fix:

Check the beginning and end of your email address for empty spaces and delete them. Empty spaces are invisible so you may not see them initially. The image above highlights in yellow where empty spaces usually occur. Delete them and try again.

"The provided details don't seem to be correct"

This alert appears if you have entered an incorrect email address and/or password.

How to fix:

Check the email address is the one used to create the account, and the password has been entered correctly. If you continue to see the message, try resetting your password by clicking the "Forgotten Password" link and following the instructions.

"Your login has been temporarily disabled"

This alert appears when you have attempted to log in too many times with incorrect details.

How to fix:

For this alert you need to wait 5 minutes before attempting to login again. It is only a temporary lock. You will be able to try again once 5 minutes has passed.

Important: If you try to login again before the 5 minute period has finished, it will reset for another 5 minutes. Please ensure you wait the full period before trying again.

"Your session has expired."

How to fix:

Simply enter your details again and click Log In

Related articles

How to set up your account

How to reset your password

How to find your advisers contact details

Still experiencing trouble? Please contact your Investment Adviser or email

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