Please complete the checks below before raising a Freshdesk ticket.
Browser Check
Ask the investor to use Google Chrome (recommended).
Other supported browsers: Microsoft Edge, Firefox, Internet Explorer (if still corporately supported).
Web Access Check
- Ensure Web Access is active
- Reactivate if needed
- Remind the investor they must enter their password and memorable phrase within 30 seconds
URL Check
If the link in the activation or reset email doesn’t work:
- Ask them to type the Portal URL manually into their browser
When to Raise a Freshdesk Ticket
(If the above steps do not resolve the issue)
Please include the following:
- The investor’s IP address
(Search what is my IP address in Google) - A screenshot of the page where login is failing
- The exact date and time of the attempted login
(this can help the Team identify the issue)
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This content of this website is designed to give professional financial advisers information and tools that they can use to support their use of the SS&C Hubwise platform. It should not be used by private investors or any other persons