If you're having trouble activating or accessing your client's Desktop Broker account, there are a few common causes and steps you can take to resolve the issue.
Activating your client's account
To activate your client's account, make sure all information provided during setup is correct. You may also need to submit supporting documentation to complete the activation process.
Please have the following ready before submitting:
- A current bank statement and/or
- Any other documents requested during the account setup process
Once you have gathered the required documents, submit them to our support team for processing.
Accessing your client's account
If your client is having trouble accessing their account, work through the following steps:
- Verify that your client's login details (username and password) are correct.
- Check that caps lock is not on when entering their password.
- Clear the browser cache and cookies, then try again.
- Try accessing the account using a different browser or device.
Need help?
If you've worked through the steps above and your client is still unable to activate or 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).
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