Customer upgrade support
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've got a James Hay Online account:
- when you first log into it after the upgrade to access a product that’s now on the Nucleus Platform, you’ll be redirected to the new platform to set up new user credentials. See our step by step guide.
- a small number of older products won't be upgraded - find out more here.
- should you have both a product that’s being upgraded to the new platform, and one that isn’t – you’ll be asked whether you wish to remain on James Hay Online or set up access to the Nucleus Platform.
- Login to James Hay Online.
- A popup screen will confirm you've been upraded to the Nucleus Platform.
- Select proceed to the Nucleus Platform.
- 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 which you’ll need to keep a note of.
You’ll be asked to provide your email address and mobile phone number as part of our improved platform security. We’ll send you a one-time password (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 a 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.
New account numbers
On the new platform you’ll have a new account number which will replace your existing James Hay reference number. After the upgrade we’ll write to you to provide details of this.
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.
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.
We're here to help
If you've further questions, please don't hesitate to contact us.
