Intermediary FAQ - Security details

Q. How do I change my password?

A. If you want to change your password you can do this once you are logged into the online service by clicking on ‘My details’ and ‘Change password’.

Q. What if I forget my password?

A. If you have forgotten your password, you will need to click ‘Forgotten password’ in the login screen after entering your username. You will be prompted to enter characters from your memorable information. Once these have been entered you will receive an email to your registered email address within 24 hours which will enable you to reset your password.  

If you have forgotten your memorable information, you will need to contact our Intermediary Helpdesk on 01635 918000 in order for them to initiate a change to both the password and memorable information.

Q. Can I change my username?

A. Your username cannot be changed. Make sure you keep this safe.

Q. Why do I need memorable information?

A. Your memorable information acts as an extra piece of security information to keep your details – and your client’s – safe.

Q. Will I be logged off automatically?

A. Yes, after 20 minutes of idle time you will be logged off automatically.



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