Why can't my client access their Desktop Broker account?

Overview: 

If your client is having trouble logging in to their Desktop Broker account, there are a few common causes and steps you can take to help resolve the issue.

Troubleshooting steps

1. Reset your client's password

If your client has forgotten their password or is having trouble logging in, they can reset it from the login page.

1. Select Forgot Password on the login page and enter their username.

2. Click Reset Password.

3. Check their email for a reset link. If it doesn't appear in their inbox, ask them to check their spam or junk folder.

4. Follow the link in the email, enter their username, and create a new password to regain access.

2. Check whether your client's account is locked

If multiple unsuccessful login attempts have been made, your client's account may have been temporarily locked for security reasons. Please contact our support team to unlock the account and complete identity verification.

3. Check whether your client's account is inactive

Your client's account may be inactive if there are outstanding adviser requirements that have not yet been completed. Please review any pending actions on your end that may be required to activate their account.

Need help?

If you've followed the steps above and your client is still unable to access their account, please contact our support team via Live Chat or call us on 1300 726 177.

Phone support is available Monday to Friday, from 8:00 am to 6:30 pm (Sydney time).
Live Chat support is available Monday to Friday, from 9:15 am to 6:30 pm (Sydney time).