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• How do I retrieve my login details?

  If you don’t know your login details you can get a reminder or reset them online.

  I can’t remember my username

  If you’ve forgotten your username, you can request a username reminder online.

  You’ll need your client number and the email address you chose for your account. We won’t be able to provide your username by telephone or post.

  If you don’t know your client number, you’ll find it on your most recent statement or the letter we sent to you when you opened your account.

  What’s my Online Password or Secure Number?

  If you’ve forgotten or locked your login details, you can reset them online.

  We’ll ask you to confirm your username, date of birth and your security questions.

  You’ll then have the option to reset your Online Password, Secure Number or both.

• How do I add money?

  The quickest and easiest way to add money to your account is online with a debit card. To add money:

  • Log in, and your account (e.g. Stocks and Shares ISA) will be listed on the first page you come to.
  • Click the 'Top up' button next to the account you wish to add money to. This button is in the 'Actions' column.
  • Enter your card details and click 'Make payment'.

  Please note: If you are adding money to an ISA for the first time in this tax year, the payment will be referred to as an ‘opening subscription’. This money will, however, be added to your existing ISA.

  • Top up your HL Stocks and Shares ISA
  • Top up your HL Fund and Share Account
  • Top up your HL SIPP

  Alternatively, you can add money over the telephone with a debit card, or use an application form and cheque.

  If you are not yet a client

  If you are not yet a client you can open an account and add money with your debit card as part of the application process. You can then top up your account quickly and easily at any time (subject to allowances and eligibility) by using the 'Top up' or 'Add money' buttons within your online account.

  • Find out more about our service and our charges
• How do I withdraw money?

  You can withdraw money from an ISA or a Fund and Share Account. If you don’t have enough money available to withdraw, you’ll need to sell investments and wait for the money to settle in your account before withdrawing it.

  Withdraw money online

  • Choose the account you want to withdraw money from (e.g.Stocks and Shares ISA)
  • Under Quick links, click Withdraw money

  Withdraw money with the HL app

  • Log in and tap the My accounts tab
  • Tap the account you’d like to withdraw money from (e.g.Stocks and Shares ISA)
  • Tap the Actions button
  • Tap Withdraw and follow the instructions

  To withdraw money you’ll need to set up a nominated bank account.

  Set up a nominated bank account

  • Log in to your account
  • Click on Account Settings
  • Click on Withdrawals, income and loyalty bonus
  • Enter your bank details
  • We’ll send you a PIN in the post. This could take 2-3 working days
  • When you receive the PIN in the post, log in to your online account and enter the code to confirm your bank account
• How do I place a deal?

  The cheapest and quickest way to buy or sell investments is through the HL app or online. You can also place a deal by telephone.

  HL app: Download the free HL mobile app, and log in to your account to buy and sell investments.

  Online: Log in to your account and select the ‘Deal’ button. Search for your chosen investment and continue to the confirmation page.

  If you aren’t registered online access, you can register here.

  Telephone: Call our Stockbrokers on 0117 980 9800. You’ll need your 6 digit Secure Number to hand.

  Please ensure you are aware of the charges before you place a deal.

  Need more help?

  Watch our step by step guide to buying shares online

• How do I transfer investments to HL?

  The fastest way to transfer an investment account is online. It is also possible to send us a transfer form in the post.

  How it works

  1. Apply to transfer and we'll contact your provider for you. Before transferring, please check for loss of benefits or excessive exit fees.
  2. Once your transfer has started, we'll update you on progress and tell you when everything arrives.
  3. You can start investing when you’re ready.

  Find out more

  If you have already submitted an online transfer request, you shouldn't need to do anything else.

  We will be writing to you shortly to confirm that the transfer is underway. In some case, we may require more information and we will be in touch.

  The vast majority of transfers do complete swiftly, however if our electronic transfer request cannot be facilitated by your current provider, then it is required that we send a paper copy to start the process.

  This process can add in a number of weeks to the transfer process, however rest assured that we will endeavour to maintain constant contact with your current provider to ensure that it completes as swiftly as possible.

View all Help & support

If these don’t answer your query and you would like to speak with one of our Helpdesks we will endeavour to answer your call as quickly as possible.