Support for My Quilter Cheviot portal and app

If you are already a user of the My Quilter Cheviot portal, we have migrated your details across. You can use the same username (typically your email address) and password.

If you have only ever used the old Quilter Cheviot platform, or you have never logged in to any of our online services before, you will need to register. Please contact your investment management team who will invite you to register.

Your username is typically your e-mail address. If you have forgotten your username, please contact your investment management team.

If you have forgotten your password, you can reset it yourself. Simply enter your username, click ‘LOG IN’ and use the ‘Forgot your password’ option below the Password entry box.

Please speak to your investment management team if you need assistance.

If you are logged in, please check your personal details are correctly stored by navigating to personal details in the ‘My Profile’ section of the menu.

If this is preventing you from logging in or registering, please contact your investment management team who can verify your mobile and email address are correct.

You can update your phone number and email address within the portal or app.

Navigate to your personal details from the menu within the My Profile section. From here, you can edit your details.

For any other personal details updates please speak to your investment management team.

You can update your contact preferences within the portal or app. From the menu, select ‘Contact Preferences’. In the ‘Paperless preferences’ section, chose ‘Online/Paperless’.

By selecting paperless you can significantly reduce your carbon footprint. Your documents can be found in the ‘Documents’ section of the portal and app and we will notify you by email when you have something new to read. If you do not select paperless, you will still receive these alerts as well as paper copies.

When you are in the portal, you can find your documents by navigating to the menu and selecting ‘Documents’. When you are in the app, there's a handy tab at the bottom dedicated to Documents.

If you are not receiving document notifications, the first thing to check is that the e-mail address linked to your account is correct. Review this from the menu by selecting personal details from the ‘My Profile’ section.

Please note we only send notifications once a day, so if the document date is today or yesterday, the notification may still be on it's way to you.

Contract notes are not currently available via the portal/app, but we are planning to add them soon.

If you require contract notes to be sent to you and are not already receiving them from us, please contact your investment management team who can arrange for this.

Your documents need to be opened with an application that can view PDFs.

A first step to checking you have a default PDF app on your device is to try and open any other PDF file you may have saved and check that is opening successfully. If the issue is isolated to the Quilter Cheviot app and/or the My Quilter Cheviot portal, please contact your investment management team.

Your transactions are accessible in two ways. From the menu, select ‘Transactions’ and chose the account you want to see transactions for. Alternatively, when viewing a portfolio, underneath the valuation/performance charts, you can select the Account you want to see transactions for and then navigate to the ‘Transactions’ tab.

If any of your portfolio start dates are after the start of the date range you have selected, the monthly data point shown on the chart will be the day of the month your portfolio began.

At present, there is no ability to view more than 5 years of data in the portal/app. If you require more, please contact your investment management team who will be able to assist you.

At present, there is no ability to download your transactions or valuation data. We plan to add this functionality soon.

Closing the app and restarting it should resolve this issue, but if it doesn't please try to uninstall and reinstall the app and check for any updates. Please contact your investment management team if this issue persists.

Check you have a default browser set up on your computer or mobile.

Alternatively, the issue may be caused by settings you've selected previously for our public website. News and events are personalised to you within the portal and app to your region and role. When you select to view a news or event article from the portal or app, you are taken to our public website. If you have ever visited our public website before, you may have selected a different region or role which is preventing you from viewing it. Review your region on role by visiting www.quiltercheviot.com and looking in the header of the webpage for the selections made by you (and saved by us).

Try to refresh the page and if that doesn't fix it, you may need to close and reopen your browser. If this doesn't resolve your issue, please clear your cache and retry, you can do this by deleting recent browsing data. Finally, if you have an alternative web browser, please try using that. If you cannot resolve the issue, please let your investment management team know.

If you are already a user of the My Quilter Cheviot portal, you can use those credentials to access the new Quilter Cheviot app. Your username will typically be your email address.

If you are not a user of the My Quilter Cheviot portal, please contact your investment management team who will invite you to register for the new portal and app.

If you are a user of our old app, unfortunately those log in credentials will not work with our new app. You will need to use the separate log in details for the My Quilter Cheviot portal, or if you don't have these, contact your investment management team who can invite you to register.

Our app webpage can be found here or by searching ‘Quilter Cheviot’ in the Apple App Store or Google Play Store.

In order to use biometrics on the app, you need to have biometrics set up on your device.

During your registration or first log in, you will be asked whether you would like to enable biometrics. If you would later like to change your decision, there is an on/off toggle within your security settings found in the ‘My Profile’ section of the menu; if you initially declined to use biometrics, you may need to open your device’s settings to allow biometrics for the Quilter Cheviot app.

Our apps have minimum operating system requirements. This protects against vulnerabilities, enhances app performance for you and ensures you receive the best experience possible.

The minimum operating system requirements for our apps can be found by visiting the respective app store:

• For iOS, select the app in the app store, select Information, and review the Compatibility section.
• For Android, select the app in the app store, select About this app, and review the Required OS row.

The operating system of your device can be found as follows:

• For iOS, go to Settings, General and About
• For Android, go to Settings and About Phone.

The My Quilter Cheviot portal has been upgraded but your log in details remain the same if you were an existing user of the My Quilter Cheviot portal.

If you were a user of the old Quilter Cheviot investment platform, this remains accessible. Please note your log in details for this platform will be different to those for My Quilter Cheviot. We will be removing this from operation soon.

Whilst the old QuilterCheviot app remains live for now, and you can still use it, we will be removing it from operation soon.

Please contact your investment management team to help.

If you are logged in to the portal or app, your Investment Manager's details are shown on the homepage. If you haven't got access to the portal or app, you can find our contact details here. If you are unsure who your Investment Manager is, please contact us.