Adviser
Service status
Please check below for important service status updates for the new Nucleus Platform.
Current status
Telephone lines
Our telephone lines are running as normal, with calls being answered in expected timeframes.
New Nucleus Platform
The platform is currently operating as expected. Please see below for any known issues.
Known issues
| Issue | Description | Current status | Date |
|---|---|---|---|
| EQi Access | There is a problem with the single-sign-on to EQi. As a result, some platform users and clients may not be able to access their EQi account. | We're currently investigating and we'll provide an update as soon as possible. In the meantime, should you wish to trade or if you have an urgent query, please contact EQi's Customer Experience Centre by phone on 0333 207 6371. | 18 Feb 2026 |
| Logging in with shared email addresses | All users should set up their own unique log-ins for the platform, and avoid using a shared mailbox address (such as info@). Attempting to log-in or register with an email address that's already in use will cause an error message to appear. Should this happen, please try again using your named individual email address. | This is not a defect. It's a feature of the new platform to ensure that access levels can be appropriately tailored to individual users. | 9 Feb 2026 |
| Issue | Description | Current status | Date |
|---|---|---|---|
| Top-up illustrations | Off-platform asset annual management charges are being incorrectly used in illustration calculations. | We're working to resolve this issue as soon as possible and incorrect illustrations will be re-run once the issue has been resolved. | 20 Feb 2026 |
| What If illustrations (online) | We're investigating the following errors:
| We're working to resolve this as soon as possible and we apologise for any inconvenience. | 13 Feb 2026 |
| RL360 online application not available | Please be advised, the online RL360 application tool for the Modular Offshore Bond and the Nucleus Offshore Bond is not currently available. What If illustrations are not available for new clients online for the Offshore Bond. | We do not yet have a date for the availability of the online tool. A paper form will be soon to ensure continued access. In the meantime, please contact Nucleus on 03455 212 414 or speak to your Business Development Manager to submit an application | 9 Feb 2026 |
| Review schedule not generating for some joint GIA applications. | The review schedule document is not generating for joint GIA applications in some instances, which means that the application is not completed. The issue occurs when both client email addresses are not entered into the system. To ensure the application can be completed, please make sure that both client email addresses are added. | We expect this to be fixed by the end of February. | 2 Feb 2026 |
| Issue | Description | Current status | Date |
|---|---|---|---|
| Adviser portfolio linking | In some instances, model portfolios are appearing as individual assets. Please be assured that any existing regular disinvestments and regular purchases for adviser models set up on James Hay Online will still operate as expected and your clients will receive their income as usual. Sell down instructions will be fully replicated via the assets selected previously. Should you wish to check that the regular orders are still in place you can view these under the client's account under 'regular orders'. One off top-ups and rebalances are temporarily unavailable for de-linked models. | We have a planned process to link these models after the income run which we expect to be completed by 6 March. If you need to make a one-off payment or carry out a rebalance in the meantime, please contact us. | 19 Feb 2026 |
| Pending charges | Some client fees relating to billing cycles prior to the upgrade are in a pending status and will not show on the Client Transaction Screen. | We'll provide an update soon to confirm when these charges will be deducted. | 9 Feb 2026 |
| Historic transaction data | Some historic transaction data is temporarily unavailable. Current valuations and statements are accurate. Performance charts and the holdings page will be updated in a planned future release. | For ad hoc statements and probate or portfolio valuations for affected clients please call us on 03455 212 414 or send us a secure message. | 9 Feb 2026 |
| Monthly pension income payments | Please note that monthly income payments will be received by close of day on the payment date. Please don't be alarmed if funds aren't received until later in the day. | If you require access to your funds earlier, we advise you to change your income date to the previous business day. | 3 Feb 2026 |
| Payment dates for regular direct debits | For regular direct debit payments, the completed payments screen shows the date at which the money is requested from the client's bank account (up to 10 working days before the Direct Debit is due). This will be different to the completed cash transactions screen which will show the date at which the funds are received into the cash account. | This is not an error, you'll see the transaction in the pending transactions screen until the funds are received into the cash account. | 3 Feb 2026 |
| Issue | Description | Current status | Date |
|---|---|---|---|
| Change of personal details | When adding or updating a phone number for an existing client, you must ensure an email address is populated, otherwise the details will not be updated. | Please ensure an email address is populated when updating client details. We don’t yet have a date confirmed to resolve this issue. | 6 Feb 2026 |
| Issue | Description | Current status | Date |
|---|---|---|---|
| Document and report preview functionality | There is no document and report preview functionality available on the new platform yet. When accessing a client document or report, you’ll be prompted to ‘download’ it. You can find these items in your downloads folder. Please ensure you take appropriate steps to remain compliant with Data Protection legislation, for example, regularly deleting unnecessary data from download folders. | We plan to make the preview functionality available within a future release; however, we don’t yet have a date confirmed. | 20 Jan 2026 |
There are no other known issues currently.