Access Codes and passwords

Your Access Code is an eight-digit number that lets you log into Adviser Online. If you’ve forgotten yours, you can retrieve it through Adviser Online.

1. From the Log in to Adviser Online screen, click Forgot log in details? | Forgotten your Access Code
2. Enter your last name, date of birth and the email address you have registered with us
3. Click Submit.

If the details match our records, you’ll receive an email with your Access Code.

You can log in straight away with your retrieved Access Code using your current password.

There are a few reasons why you might not be able to log in. Here are some ways you can troubleshoot your issue: 
 

1. Make sure you’re registered as an adviser

Although you may have used our products before, it’s important to make sure that you’re registered to use Adviser Online.

2. Make sure your Access Code is correct

Your Access Code is an eight-digit number that lets you log into Adviser Online.

If you’ve forgotten yours, you can retrieve it through Adviser Online.

1. From the Log in to Adviser Online screen, click Forgot log in details? | Forgotten your Access Code
2. Enter your last name, date of birth and the email address you have registered with us
3. Click Submit.

If the details match our records, you’ll receive an email with your Access Code.
 

3. Reset your password

If you can’t remember your password, you can easily reset it. You'll just need your mobile: 

1. Go to Adviser Online
2. Click Forgot log in details?
3. Click Forgotten your password
4. Enter your Access Code and mobile number and click Submit
5. You'll receive a one time SMS secure code on your mobile. Enter the code.
6. Click Submit
7. Create your password
8. Click Submit.

4. Change your internet browser

If you see an error message that says 'A system error has occurred', the problem might be related to your internet browser. Try using a different browser to log in to see if that fixes your issue. We always recommend using Chrome.
 

5. Try another device

If you’re still experiencing problems, you may want to try logging in on a different device.

If that still doesn’t help you, please contact us on 1800 893 141.

If you registered for Adviser Online before November 2020 you may encounter an error when trying to update your password via the My security page in Adviser Online.

You can resolve this issue by completing the New to Adviser Online registration process.

Although you’re already registered and a user of Adviser Online, completing this process will ‘reset’ your Access Code. Please note, you’ll need to reset your password as part of this process.