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Help


1. Getting Registered

2. Logging into InvestorZone for the first time
3. Setting up your linked bank account
4. Experiencing problems with logging on or using the site?
5. KIID, SID and Factsheet
6. Need Financial Advice?
7. I am new to InvestorZone, do you have a user guide I can use to help me around the site?
8. How do I know your site is secure?
9. I have two investment accounts; can I view both on InvestorZone using one account number?
10. Will I be charged for using my InvestorZone account to place a deal or view my investments?
11. What are B shares and why are you converting my investment into this share class?
12. I have registered online but have not received the confirmation email.
13. Is it possible to receive my one-time password by email?
14. I have received my one-time password but it does not work.
15. I registered for InvestorZone but moved address before receiving my one-time password how can I retrieve these details?
16. I have lost my InvestorZone login information, what do I need to do?
17. I have received an error message saying my account is locked, what do I need to do?
18. How can I make changes to my personal information in InvestorZone?
19. Can I update my bank details online?
20. I wish to invest via InvestorZone, how can I pay for my investment?
21. I am not able to view or open a document on InvestorZone.
22. I am trying to view details of my original investment and/or historic documents but cannot seem to find these.
23. I have received a message stating my InvestorZone account has reduced functionality because you have been unable to verify my bank account, why is this?
24. I have received a letter with my InvestorZone password, however the password you have provided is illegible. Please advise.

 

1. Getting Registered

To register with InvestorZone you will need to have the following information:

  • Account Number
  • First Name
  • Last Name
  • Date of Birth
  • Post Code

If you have not previously invested in an ISA with us, we may not hold your date of birth on file. We will need this before you can register with InvestorZone. Please contact us with this information.

During the registration process you are required to accept the Terms of Use, Privacy and Cookies policies to complete registration. These may be updated in the future and you will be prompted to accept subsequent amendments to continue using this service. The most up to date policy document can be found at the bottom of each page.

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2. Logging into InvestorZone for the first time

Once you have registered for InvestorZone, we will send you a Welcome Pack which will include your one-time only password. You will then need to log on to InvestorZone using the Username and PIN you set up at the registration stage. You will be prompted to change your password to something more memorable, as well as set up your security questions. There will be instructions on screen to explain how to do this.

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3. Setting up your linked bank account

Once you have logged in for the first time, we will ask you to link your bank account to your investments. We will verify your bank account during this process. You will need to input your Sort Code, Account Name and Account Number. We will then verify these bank details using an industry-recognised external provider, to ensure these details belong to you and help prevent fraud. In the event that we are unable to verify these details, there will be instructions on the screen to explain what to do next.

Once we have successfully linked your bank account, future proceeds from any sale or income will be paid to these details and we will convert your holding to our B Shares, our lower charging share class for InvestorZone users.

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4. Experiencing problems with logging on or using the site?

If you experience issues when trying to register, log on for the first time or for any other assistance using the site, please refer to our FAQs or contact us.

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5. KIID, SID and Factsheet

Key Investor Information Documents are supplied online, which must be acknowledged to enable an investment to continue. Additional information such as the Supplementary Information Document and Fund factsheet is also supplied where available.

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6. Need Financial Advice?          

InvestorZone is a non-advised service. We are not able to offer you advice on the suitability of our investment products.

Should you wish to contact a financial adviser please visit http://www.unbiased.co.uk/find-an-independent-financial-adviser.

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7. I am new to InvestorZone, do you have a user guide I can use to help me around the site?

Please refer to Questions 1 & 2 on this page (‘Getting Registered’ and ‘Logging in for the first time’) for guidance on how to register.

If you have registered for InvestorZone since 13 April 2016, you will have also received a Welcome Pack in the post from us at the point of registration. This too contains guidance on how to register as well as FAQs. If you require any other assistance using the site, or have any additional questions, please contact us.

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8. How do I know your site is secure?

As a regulated financial services company, we are required to ensure a number of security processes are in place to protect our investors’ information against cyber risk. We use industry level security to ensure your information is safe.

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9. I have two investment accounts; can I view both on InvestorZone using one account number?

Your InvestorZone account will only show the investments you hold under the BNY Mellon account number you provided at registration. If you hold any other investments under different account numbers with us, you can write to us with these references and ask us to combine the investments under the one account number registered with InvestorZone. Once this is processed, you will be able to view all your investments.

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10. Will I be charged for using my InvestorZone account to place a deal or view my investments?

There are no new or additional charges for using InvestorZone. As a registered user of InvestorZone, you will benefit from being invested in our B shares, which carry lower annual management charges (AMCs) for our online investors.

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11. What are B shares and why are you converting my investment into this share class?

As a registered user of InvestorZone, you can benefit from being invested in our B shares, which carry lower annual management charges (AMCs). When you register to use InvestorZone, whilst the funds you are invested in will not change, if you are not already invested in our B shares, we will convert your holding so you can take advantage of these lower costs.

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12. I have registered online but have not received the confirmation email. 

The confirmation email would have been sent to you from investorzone@bnymellon.com. This may have been directed to your junk folder according to your email settings. If this is the case, please add our email address to your ‘trusted senders’ list. If you are still experiencing problems with receiving emails please contact us.

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13. Is it possible to receive my one-time password by email?   

No. We will send your one-time password to your registered address for security reasons, in order to protect your investment.

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14. I have received my one-time password but it does not work.

The password is case sensitive. Please check you are using the correct upper case, lower case and symbols. Please see question 24 for some examples. Please check your user name as it is unlikely to be your email address. This will be a memorable word between 6 and 10 characters. If you have done this and are still unable to log in, please contact us.

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15. I registered for InvestorZone but moved address before receiving my one-time password how can I retrieve these details?

Your one-time password will have been sent to the address details we held for you at the time you registered. If you have since moved and are unable to retrieve this from your previous address, please contact us.

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16. I have lost my InvestorZone login information, what do I need to do?

Please access the InvestorZone homepage then follow the links under Forgot Username, Password or PIN. There will be prompts on the screen to assist you in retrieving this information, however if you experience any issues please contact us.

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17. I have received an error message saying my account is locked, what do I need to do?

If you receive this error message, please contact us.

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18. How can I make changes to my personal information in InvestorZone?

You can update your email address, postal address and marketing preferences through InvestorZone. Just follow the links under ‘My Profile’ to ‘My Details’ and there will be prompts on the screen to guide you. Should you wish to change your address to one outside of the UK, please contact us.

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19. Can I update my bank details online?

For any amendments to bank details, please write to us.

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20. I wish to invest via InvestorZone, how can I pay for my investment?

You can pay for your investment placed via your InvestorZone account using your debit card. We accept Visa debit cards only. It is not possible to use a credit card to invest into our funds.

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21. I am not able to view or open a document on InvestorZone.               

To view any of the documents available on InvestorZone, you will need to have Adobe Acrobat Reader installed on your desktop, laptop or other mobile device. You can download this from the Documents page on InvestorZone. If you have downloaded Adobe Acrobat Reader and are still experiencing issues, please contact us.

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22. I am trying to view details of my original investment and/or historic documents but cannot seem to find these.

Only transactions made since 4February 2013 are available to view online on your InvestorZone account. This also applies to any associated documents such as contract notes and statements.

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23. I have received a message stating my InvestorZone account has reduced functionality because you have been unable to verify my bank account, why is this?

To ensure your investments are secure, and help prevent fraud, we use an industry-recognised external party to validate that your bank details belong to you at the time you register. In the event that they are unable to do so, we will need you to send us evidence of your bank account in the form of:

  • An original bank statement that shows your bank account details, name and address
  • A certified copy of a bank statement that shows your bank account details, name and address
  • An original cheque that has been clearly marked as cancelled

Please send this to us with this accompanying bank verification form to the address stated on the contact us page.

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24. I have received a letter with my InvestorZone password, however the password you have provided is illegible. Please advise.

  • The one time password is valid for only 28 days and then it expires. If you are attempting to use this after 28 days please contact us. Please note you will never be asked to disclose your password.
  • As the password is digitally produced some of the characters can occasionally be difficult to interpret. The table below provides information about how the password is made up and should help with any difficulties you have. 

 

First Time Password Characters

 

Configuration

Default

Password Generation Length

8

Password Generation Minimum Uppercase Count

1

Password Generation Minimum Lowercase Count

1

Password Generation Minimum Digits Count

0

Password Generation Minimum Special symbols Count

1

Password Generation Special symbols which can be included

 @ - at sign

 £ - sterling pound symbol

 $ - US dollar symbol

 % - percentage symbol

 & - ampersand

 # - hash symbol

​Password Generation Special symbols which are not included


 1
 l (Lower Case l for Lima)
 I (Upper Case I for Indigo)
 0 (Zero)
 O (Upper Case O for Oscar)

 

Example of a password detailed below:

Ta Web Password Example

You would input in this example:

Lower case w
Capital F
Capital Q
Capital S
Hash Symbol
Capital T
Lower case m
Capital Y

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