Forgotten details



This purpose of this guide is to explain how to deal with issues accessing the client portal.

Incorrect username or password

If the username or password you enter on the login screen is not recognised, you'll see an error message.

Firstly, we recommend you check that you have correctly entered both values and then try to log in again.

Tip: Please note that after three incorrect login attempts, your account will be locked for a period of thirty minutes before you can attempt to log in again. Should you require access immediately, please contact your adviser or call 020 7189 9950.

Recover your username

If you cannot remember your username (for example you have not used the client portal for a long period of time), you can request a reminder. From the initial login screen, follow these steps:

  • Click on the drop-down arrow next to Login help
  • Click Forgot username
  • Enter the email address you have registered with us, and we'll then send you a reminder of your username. Once received, you can log in as normal

Requesting a password reset

If you have forgotten your password, you can request to have it reset. From the initial login screen, follow these steps:

  • Click on the drop-down arrow next to Login help
  • Click Create new password
  • Enter your username, click Submit and we'll email you a password reset link. Follow the instructions in the email to reset the password

Tip: If you reset your password via this method, you will not be required to authenticate via 2-Step Verification. This is because you have already verified your account as part of the password reset process.