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One simple and secure login

Chris Hill, CEO, introduces the improvements we’re making

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Today I’m talking to you about changes that we’re making to the way you access your account. We’re always looking to make our service better and simple to use and over the next few weeks we’re making improvements which will make logging into your account easier and will continue to keep your account secure. Help and information is available for you on the website. I hope you find the log in process easier, and thank you for choosing Hargreaves Lansdown.

A new way to log in

Accessing your account should be simple and secure – whether you log in with the HL app, on our website, or over the phone.

That’s why we’re improving the way you access your account. The next time you log in, we’ll ask you to update some of your access details.

This will only take a few minutes and you’ll only need to do it once.

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Setting up your new access credentials is easy. First you'll need to log into your account using your existing username, date of birth, and master password.

You will then see a screen that explains that the way you log into your account is changing. If you are in a rush you can dismiss the request to set up new security details by clicking ‘update later’. However, you'll only be able to do this up to five times. If you're happy to update your details now click 'update log in details now'. Here you'll create a new online password which needs to be at least eight characters long and include at least one uppercase and one lowercase letter and one number. You will then set up a secure number which will replace your master password. This cannot be a sequential number, for example 456789 and needs to be different to your date of birth.

The final step is to set up two security questions and answers. When you're happy click the 'Update' button at the bottom of the screen. That's it you'll see a confirmation screen and now can access your account. In future this is what it will look like when you log into your account. As normal you enter your user name and date of birth then on the second step you'll enter your new online password in full and three digits from your secure number.

What do you need to do next?

You’ll need to log in to your account and choose a Secure Number to replace your Master Password. If you manage your account online, you’ll also need to set up a new Online Password so you can log in on the HL website and mobile app.

It’s important to set up your new access details so you can continue to use your account fully and enjoy all the benefits. You can do it in one of three ways:

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Ways to update

Online

Log in to your account as normal, and we’ll guide you through what you need to do. It’s just three easy steps, and only takes a few minutes.

HL app

Log in as normal and we’ll guide you through setting up your new security details.

Phone

If you don’t have online access, you can set up your new security details by calling us on 0117 900 9000.

More about what's changing

Linked accounts

We’re improving how our linked accounts feature works. You’ll be able to set whether accounts linked to your own are ‘view only’ or ‘trading allowed’.

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Read transcript

Setting up your linked account access is easy.

First you need to log in to your account and go to the “Account settings” section.

Next, choose the “Linked accounts” option on the left hand side.

Here you will be able to view all the accounts you have access to.

If the linked account you have access is currently set to View-only and you want to give yourself trade access to that account, click the “Edit” button and your options will be shown.

If you are changing from View-only access to Trading access, you’ll need the person who are linked to, to enter their Online Password & Secure Number (they will be confirming they are happy for you to have this level of access to their account).

Once they’ve provided these details, you’ll now have trading access to their account.

Likewise you can restrict the access you have to a linked account by changing the access level from Trading to View-only. To do this you will need to hit the “Edit” button.

To change from Trading access to View-only access, simply select the button and click Save. (You will not be asked to enter the linked account’s security details because you are reducing the access you have to the linked account).

The ability to amend the linked account access level can be amended by both parties. If you’ve given someone permission to link to your account and you want to amend the level of access they have, you can do this via the same “Linked accounts” tab in “Account settings”. At the bottom of the page you will be able to see who has access to your account.

To amend the access level, hit the “Edit” button next to the account that has access to yours.

Since you’re controlling what access other people have to your account, you will not be asked to re-enter your security details even if you’re giving someone else Trading access to your account.

FAQs

  • Do I have to make these changes?

    Yes, everyone will need to update their details. This is to make sure your account continues to stay secure.

  • Do I need to update my passwords straight away?

    If you don’t have time to update your passwords straight away you can choose to do it at a later date. You’ll be limited on the number of times you can do this. Once you reach your limit you’ll need to update your passwords before you can access your account. When you call us or log in we’ll let you know how many more times you can choose to delay.

  • What will I need to enter for my Secure Number?

    Your Secure Number will be 6 digits in length. It cannot be sequential, and cannot match any existing personal details you have provided.

  • What will I need to enter for my Online Password?

    Your Online Password will need to be at least 8 characters long, contain at least 1 uppercase letter, 1 lowercase letter and 1 number. It cannot match any of your existing security details.

  • Why are you making these changes?

    We continue to enhance the experience and security of how you access your account. Updating the way you do this is one of the ways we’re making sure this happens.

  • Will I need these new passwords when logging in to the mobile app?

    Your new passwords will apply when you use the mobile app. Once you’ve updated your security details you can continue using fingerprint or facial recognition if it’s supported by your device.

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