Service disruption: latest updates
Our services are now working as normal, across both the website and mobile app.
The cause of the technical issue has been identified, and we are confident this was a one-off, isolated technical incident which has been fully addressed.
All client assets were secure throughout and, rest assured, that it was not a cyber incident, data breach or system compromise.
Our teams worked hard to minimise our clients’ time out of market and we appreciate your patience whilst we restored our services on Friday.
Our Helpdesk continues to be available to support however they can. You can contact us on 0117 900 9000, Monday-Friday 8.00am-6.00pm and Saturday 9.30am-12.30.
Frequently Asked Questions
Our services are all working as normal across the website and mobile app.
No. There has been no evidence of any data breach or system compromise and all clients’ assets and data are secure.
This temporary system issue did not affect ownership of your assets, the value of your holdings, or how they are safeguarded.
You can find out more about how HL protects your assets on the How safe is your investment? page of our website.
You should now be able to access your account as normal on both web and mobile app.
Please contact our Helpdesk using the details above if you continue to be affected.
Our teams worked hard to minimise our clients’ time out of market and we appreciate your patience whilst we restored our services on Friday.
All fund orders that clients were able to submit on Thursday and Friday took place on time, and US markets were available to clients for all but a short period before the close of trading on Thursday. Trading on UK and European markets was impacted during the morning and early afternoon on Friday.
Active equity orders, including stop loss and limit orders, were also affected until mid-morning on Friday.
From early afternoon on Friday, clients were able to transact on their accounts as normal, including placing fund and share trades.
As set out in our terms and conditions, we cannot guarantee that the HL Service will be available at all times.
We continue to assess the full impact and, of course, remain available to speak with any individual clients about their specific circumstances.
We recognise that system issues, while now fully resolved, can be worrying for some clients.
If you need extra support, please let us know by calling our Helpdesk on 0117 900 9000 and we’ll take your circumstances into account and help in the most appropriate way.
Fraud and phishing reminder
Please stay alert and avoid clicking unexpected links or sharing personal and login details. Always use our official website and secure login page found on the top right of our webpage. Contact us if anything looks suspicious. Remember: HL will never ask you to disclose your login credentials or Secure Number in full. We will never contact you asking you reactivate your account, or update your login details via a link in an email or text message. Find out more in our Security Centre.