New Account FAQ

Interactive Investor – FAQs for your new account.

Welcome to your Interactive Investor account on our new trading platform.

We hope you’ll love the new screens and easy to use interface. However, we know that all change takes some getting used to, so we’ve listed below some FAQs which we hope will give you all the information you need.

You can also view a demo on how to use your new account.

Get HELP - YOUR QUESTIONS ANSWERED

Getting into your investment account

Why does the login screen look different?

Setting up new account details

Your new look trading account

Finding features you’re used to on your new account

Getting into your Investment account

I can’t get into my account! Why?

Interactive Investor has now launched its new trading platform. If you have an active account with us you will have received emails and letters letting you know about these changes.

Once you login to your account you’ll find all the information you need about our new service and trading platform. You’ll then be given the option to access your account on our new trading platform (by accepting our terms and conditions) or transferring out of our service.

If you’re already aware of these changes and are still having difficulty accessing your account, please check the advice below:

I’ve forgotten my password

To reset any of your login details simply enter your email address so we can help you reset your details.

Reset your login details

I’ve forgotten the pin number I set up

To reset any of your login details simply enter your email address so we can help you reset your details:

Reset your login details

My login details don’t work

If you think any of your details may be incorrect you can Reset your login details

I can’t get to a login screen

If you can’t get onto the login screen you need to call us on 0845 200 3637 immediately so we can help you access your account.

Why does the login screen look different?

We have now launched our new trading platform and combined your Interactive site login with your trading account login. You’ll now only have to login once. To enhance the security of your account we asked you to set up a secure pin. You’ll need to enter your username, password and pin to access your account.

If you’ve forgotten your login details click on the ‘Forgotten login detail’ link at the top left of the login box. Or you can Reset your login details

Once you access your account you’ll notice our new streamline platform design. You can see what’s changed with our trading account tour

Setting up new account details

Why am I being asked to set up new account details?

We recently launched a new trading platform so we can offer our customers an improved service with the same low-cost trading fees.

We have made several attempts to contact you about this change, giving you the option to move to our new platform, or to transfer out of our service.

As we have now launched our new trading platform, to access your account you will first need to accept the terms and conditions of this new service. You can read the terms and conditions in full, and read about the changes to our account before you do this. If you are not happy to accept our terms and conditions you are able to transfer your account out of our service.

As part of our new service we’ve moved to a single-account login across our site and trading platform. This means in future you’ll only need to sign in once. To ensure the security of your account we are asking you to set up a security pin and some added security questions.

I can’t set up my new account details

If you’re having problems setting up your new account details, please check the advice below:

What is password strengthening?

If you haven’t logged into your account for several months you may not have been through the process of updating your password to ensure it is strong enough to protect your account. You’ll be prompted to go through this process and will need to complete it before you can set up your new account details.

How do I set up my new account details?

First, you’ll need to accept the new terms and conditions for our new trading platform.

Once you’ve done this we’ll ask you to set up some new security details, including a new secure pin. From now on when you login to Interactive Investor you’ll only need to use one login, together with your new secure pin and security questions.

Your new look trading account

Why does my account look different?

We have recently updated your account to our new trading platform (we wrote to you about these changes by email and post).

We hope you like the streamlined look and feel of our new platform. We’ve set up the account so it’s easy to use with simpler screens and more intuitive navigation. However, we know change sometimes takes a bit of getting used to so we’ve created a trading account tour so you can find all the features you’re used to.

My valuation looks different

Please be aware that the total value of your account may have changed since you last logged in, as market prices will have been updated from the latest day’s trading. However, your underlying holdings (the amount of each share or fund etc) will be the same.

Your holdings are now displayed within the My Holdings tab of your new account. Click on this tab and you’ll see a full list of your underlying holdings, including details of the price you paid for them, how many units you bought and how much they are valued at now.

My holdings look different

If you’re worried your holdings look different to before, please be sure to read the following and check them thoroughly before calling us.

Your holdings are now displayed within the holdings tab of your new account. Click on this tab and you’ll see a full list of your underlying holdings, including details of the price you paid for them, how many units you bought and how much they are valued at now.

Please note, if you have more than one account, the My Holdings section of your account will display information for your default account (change your default account setting under Account Admin and Display Preferences). To see your holdings within other account, select the account you want to see on the box in the top left corner of your screen.

The new Overview page for your account summarises all your holdings information.

Finding features you’re used to on your new account

I can’t find what I need on the new account

We’re sorry if you’re having any difficulties finding the trading and account features you’re used to. We understand that any change takes a little getting used to, although we hope you’ll love the new features and benefits the account offers.

To help you we’ve created a trading account tour so you can find all the features you’re used to.

We’ve also listed below the most common features to ensure you can find them easily:

Where are my holdings?

As soon as you login into your account you’ll be presented with an Overview page. This shows you a summary of the holdings in each of your accounts.

To see the individual holdings for your account(s) click on the Account name (eg Trading Account). Or you can click on the My Holdings tab.

Please note when you click on the My Holdings tab you will be presented with the holdings of your default account. To see the holdings of other accounts, select the account you want from the drop down menu at the top left of your page.

I can see one of my accounts – but how do I find the others?

Your new Investment account allows you to switch between your individual accounts within most of the screens. To switch accounts select the account you want from the drop down menu at the top left of your page.

Please note you can change your default account, by going to Account Admin and selecting Display Preferences

Where can I find Trade Plans?

Trade Plan is a name we used on your old account for setting up Order Types. We no longer use the name but you can see all the Order Types you’re used to (plus one more) within the Orders section of your account.

Please note, if you had any Trade Plan or Order Types set up before moving to our new trading platform, you will need to reset these.

How do I set up a new Trade Plan?

Trade Plan is a name we used on your old account for setting up Order Types. We no longer use the name but you can set up Order Types at the point of making a trade. Once you’ve selected a stock to trade you’ll be prompted to select an Order Type.

You’ll be able to view your order types in the Orders section of your account.

Where are my limit orders?

Your limit orders are now stored within the Orders section of your new account. Once you’ve set up your order types you can view them here.

Please note, if your Order Types are no longer active, you’ll find them by clicking on the filter tab and selecting the relevant group.

How do I set up an Order Type

You can set up an Order Type at the point of making a trade. Once you’ve selected a stock to trade you’ll be prompted to select an Order Type. You can choose between the following different ones: Limit Order, Rising Buy, Stop Loss, Target Set and Range Trading. You’ll find full explanations of how to use each of these in the help text on this screen.

You can see all your order types within the Orders section of your account.

Where are my regular investments?

If you had already set up any regular investments before moving to our new platform, you will need to reset these. Unfortunately we’ve been unable to pass this information across to our new service - this is to fully protect the security of your account information.

Go to the Regular Investments section of your account and follow the instructions there to set them up.

How can I make changes to my personal details?

You can update your contact details, bank details, account password and pin by clicking on the Profile link at the top right hand corner of the page.

How can I add an account?

On our new platform it’s easier than ever to add an additional account. Go to the Account Admin section and click on the Add Account link.

Where can I find the following: Corporate Actions, Tax Certificates, Statements of my past transactions, Trading Reports for my employer

You can find all these functions within the Account Admin section of your account.