Customer upgrade support
The new platform is almost here!
Actions you need to take
As we get closer to the upgrade date there are a few changes you’ll want to be aware of and actions you’ll need to take.
Logging in for the first time
If you currently access James Hay Online:
When you first log into your James Hay Online account after the upgrade to access a product now on the Nucleus Platform, you’ll be redirected to the new platform to set up your user credentials. See our step by step guide.
Please note, a small number of older James Hay products won’t be upgraded to the new platform – find out more.
If you have both a product that’s being upgraded to the new platform, and another that isn’t, when you go to your usual login screen after 9 February, you’ll be given the option to select which platform you wish to access. Your existing James Hay Online login details will continue to work as before. If you select the new Nucleus Platform, you’ll be guided to set up separate login details for it.
- Login to James Hay Online and you’ll be redirected to the Nucleus Platform Registration screen.
- You'll be asked to complete or edit your email and mobile number details.
- You'll then be sent an email with a link.
- When you receive it, click on the link.
- You'll be presented with a username and asked to create a password.
- Create your password.
- You'll be sent a one-time passcode to your mobile phone.
- Enter the one-time passcode into the platform screen.
- You'll then see a message confirming successful sign up and prompting you to move to the login page.
When setting up access to the Nucleus Platform a username will be generated for you. Please keep a note of this, as you’re unable to reset it online. You’ll also get a letter in the post confirming your username, once registered.
Please note, as part of our improved platform security, we’ve introduced one-time passcodes. We’ll send you a one-time passcode (OTP) by text message to verify your identity. When you login in the future, you’ll only be asked to validate who you are once in any 24-hour period.
To make sure that your James Hay Online account gets upgraded to our Nucleus Platform, it’s important that you’ve logged into it within the last 12 months. You may need to call our Customer Service Centre to reset your password.
New bank accounts for future payments
New bank accounts will be in place for use with the new platform. This means that following the upgrade, future payments to us will need to be paid into these new accounts to avoid any delays. Please use product specific (eg ISA, GIA etc) account numbers as the reference for future payments. Full account details will be provided in the letter we send you after the upgrade. Temporary arrangements will be in place to transfer payments into the new accounts if necessary.
Direct debits: All active direct debit arrangements will be automatically transferred to minimise disruption. Any suspended direct debits will need to be set up again.
Standing orders: Existing standing orders will need to be set up as direct debits for the new platform, using the new bank and account reference details. This also applies to employer contributions. One-off investments should use these new details as well.
Change of bank details for commercial property payments
If you have self-managed property investments, the bank account details for payments relating to them (such as rent, service charges, and insurance) will be changing after the upgrade. We’ll be writing to tenants ahead of the upgrade with the new bank account details and asking them to update their payment arrangements.
If your property is managed by our outsourced provider CBRE, payments will continue to be collected by them, and there will be no change.
Changing income payment dates
Once the upgrade has taken place and you’ve received our ‘Getting started on the Nucleus Platform’ letter, you can select income payment dates from the 1st to the 28th of the month. Changes can be easily accommodated to ensure payments suit you.
Why not go digital?
Get your communications sooner and save paper.
Initially you’ll be set up to receive paper-based communications, but you can opt to receive future communications electronically. We’ll then send you email notifications when new messages are available. You can also use our secure message service to contact us.
After the upgrade, update your communication preference if needed.
We're here to help
If you've further questions, please don't hesitate to contact us.
