If you're experiencing issues activating or accessing a Desktop Broker account, the steps to resolve the issue may vary depending on whether you're a client or an adviser.

For Clients

Activating Your Desktop Broker Account

To activate your Desktop Broker account, ensure that all information submitted during the application process is accurate and complete.

You may also be required to provide supporting documentation before the account can be activated.

Documents You May Need to Provide

• A current bank statement; and/or
• Any additional documents requested during the account setup process.

Once you have gathered the required documents, submit them to our Support team for review and processing.

Accessing Your Desktop Broker Account

If you are unable to log in to your account, please try the following troubleshooting steps:

1. Confirm that your username and password have been entered correctly.
2. Check that Caps Lock is turned off.
3. Clear your browser's cache and cookies, then attempt to log in again.
4. Try using a different web browser or device.

Need Help?

If you are still unable to activate or access your account after completing the steps above, please contact our Support team.

Phone: 1300 726 177
Hours: Monday to Friday, 8:00am to 6:30pm (Sydney time)

Live Chat: Monday to Friday, 9:15am to 6:30pm (Sydney time)

For Advisers

Activating a Client's Desktop Broker Account

When activating a client's Desktop Broker account, ensure that all information provided during the application process is accurate and complete.

Some client accounts may require supporting documentation before activation can be completed.

Documents That May Be Required

• A current bank statement from the client; and/or
• Any additional documents requested as part of the account setup process.

Once all required documentation has been obtained, submit it to our Support team for processing.

Accessing a Client's Desktop Broker Account

If your client is unable to access their Desktop Broker account, please work through the following troubleshooting steps:

1. Verify that the client's username and password are correct.
2. Confirm that Caps Lock is not enabled when entering the password.
3. Clear the browser cache and cookies.
4. Attempt access using an alternative browser or device.

If the issue relates to forgotten login credentials, refer to the relevant FAQ articles for username or password assistance.

Need Help?

If you have completed the above steps and your client is still unable to activate or access their account, please contact our Support team.

Phone: 1300 726 177
Hours: Monday to Friday, 8:00am to 6:30pm (Sydney time)

Live Chat: Monday to Friday, 9:15am to 6:30pm (Sydney time)

Important Notes

• Supporting documentation may be required before an account can be activated.
• Processing cannot commence until all requested documents have been received.
• For login issues, basic troubleshooting should be completed before contacting Support.
• If identity verification is required, account holders may be asked to complete additional security checks before assistance can be provided.