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 |
|---|---|---|---|
| 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 |
|---|---|---|---|
| What if illustrations - UFPLS | We're investigating an issue with the what if illustration functionality for UFPLS where the document produced is not showing the investments in place after the UFPLS payment. Please note that the calculation of the illustration is performing as expected. | A solution is currently in development for this. We apologise for any inconvenience. | 26 Mar 2026 |
| Growth calculations in illustrations | There is an issue whereby the illustration is understating monetary ongoing adviser fees and therefore overstating growth in the calculations. | Please be assured that the payment amount is correct. We're working to resolve this issue as soon as possible. | 6 Mar 2026 |
| Copying illustrations | In some instances, the 'Copy Illustration' function is not allowing users to correctly copy and amend sections of the illustration. | We recommend that you start a new illustration rather than attemping to use the copy button. We're working to resolve this as soon as possible. | 5 Mar 2026 |
| What If illustrations - Drawdown | We're investigating an issue with capped to flexi access drawdown illustrations. The system will not run the illustration if the amount of income being requested exceeds the capped drawdown limit. | We're working to resolve this issue as soon as possible and incorrect illustrations will be re-run once the issue has been resolved. | 23 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. | 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're working to resolve this as soon as possible and we apologise for any inconvenience. | 2 Feb 2026 |
| Issue | Description | Current status | Date |
|---|---|---|---|
| Contract notes | Contract notes have not been printed since 4 March, as in some instances this was resulting in excessive post. We're working on a solution to reduce the number of contract notes being generated in the short term. | However, these are available to view on the Client Document Library on the new Platform in the meantime, to ensure that clients can still access if they wish. | 26 Mar 2026 |
| Ad-hoc pension drawdown payments | We're currently experiencing an issue where pending ad-hoc drawdown payments are no longer visible online seven days after the transaction is keyed. | Please be assured that payments will be processed as normal and no action is required. Please do not attempt to re-key these transactions. We apologise for any inconvenience this may cause and thank you for your patience while we investigate this issue. | 23 Mar 2026 |
| IM Valuations (excluding EQI) | In some cases, there may be a small delay in uploading the most recent valuations to your client's accounts. | We're looking into this and will provide an update as soon as possible. | 18 Mar 2026 |
| EQI valuations | Daily valuations are available for EQI, however, in some instances these are not updating to your client's accounts. | We're looking into this and will provide an update as soon as possible. | 18 Mar 2026 |
| Transfers in | When requesting a cash or in-specie transfer in, please select the relevant provider from the drop-down list, rather than keying in manually. | Keying the provider manually will not stop the transfer being accepted but may result in a delay to the request being processed. | 12 Mar 2026 |
| Adviser portfolio linking | Model portfolios will no longer appear as individual assets. | Following the income run on 3 March, we've now linked adviser models. If you need to make a one-off payment or carry out a rebalance, you can now do this on the platform. | 9 Mar 2026 |
| Taking pension benefits (tax free cash and income) | You're currently unable to sell an off-platform asset which has an active trade against it, to pay tax free cash as part of the drawdown journey. You'll need to first sell from the asset and once cash is available in the account, then you can process an application to take pension benefits. | We're investigating this issue and will provide an update as soon as possible. | 6 Mar 2026 |
| Pension income confirmation statement | The confirmation statement shows the gross payment amounts but as this is subject to tax and deducted at source (where applicable) the amount received will be net of tax. | We're currently in the process of updating the confirmation statement to make this clearer. | 6 Mar 2026 |
| Adviser fee payments | We've changed how adviser fees are paid on the new Nucleus Platform. | We've created a webpage on what’s changed and how adviser fee payments work for the new Nucleus Platform here. | 3 Mar 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 |
|---|---|---|---|
| CGT Tool | We're investigating a potential problem with the CGT tool calculations. | We've temporarily removed this from the platform and are working to resolve this as soon as possible. | 27 Feb 2026 |
| 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.
We’re working hard to resolve as many of our known issues affecting the new Nucleus Platform as possible in a timely manner, as well as deliver regular updates and improvements to functionality. See our full list of our IT releases below.